Assistant Service Manager - Elevator Maintenance

About the Role

We are seeking an Assistant Service Manager to oversee the comprehensive service, upkeep, and repair operations for home elevators across several rapidly expanding regions. This role involves being the technical lead for our client base, championing exceptional service delivery, customer contentment, and adherence to service level agreements (SLAs).

Key Duties

• Ensure superior customer satisfaction by proactively managing service delivery, aiming for first-time resolution and prompt complaint closure.
• Lead, control, and coordinate regional planned maintenance, breakdown responses, and repair activities.
• Supervise and guide a team of service technicians and engineers on various service routes, fostering a culture centered on high performance and safety.
• Guarantee adherence to preventive maintenance schedules aligning with company protocols and legal statutory requirements.
• Track and manage breakdown incidents to ensure resolution within established SLAs; escalate issues timely to mitigate risks.
• Serve as the primary technical escalation contact for complex service challenges, providing diagnostic and root cause analysis assistance.
• Conduct regular safety and compliance inspections and audits at client locations.
• Monitor technician productivity, callback frequencies, and quality of service; drive corrective and enhancement measures.
• Collaborate closely with Sales, Projects, Stores, and Headquarters teams for flawless service execution and customer experience.
• Manage availability and efficient usage of tools, spare parts, and personnel resources for uninterrupted service operations.
• Develop and assess service reports, performance dashboards, and cost management documents, presenting findings and recommendations to leadership.
• Organize ongoing technical and interpersonal skill training, provide on-the-job coaching, and evaluate team performance regularly.
• Optimize workforce planning including route assignments and territory allocation to enhance operational efficiency and cost savings.

Candidate Profile

• Possess a Diploma, B.E., or B. Tech degree in Electrical, Mechanical, or related engineering disciplines.
• Have 7 to 10 years of direct experience in elevator servicing and maintenance, mainly focusing on home or building elevators.
• At least 2 to 3 years of experience in supervisory or assistant managerial roles managing field service teams.
• Strong familiarity with traction and hydraulic elevators, including controllers and safety systems.
• Demonstrated ability managing multiple sites and wide-ranging field staff.
• Solid understanding of safety legislation, statutory standards, and service compliance protocols.
• Willing to travel extensively within assigned service territories according to business demands.