Job Description
Position: Service Manager - Central
Reporting To: Head Customer Service (Yale)
Location: Noida / Ahmedabad
No. of direct reports: 4
Designation of reports: Technical Executive

Position Summary
The position will be responsible for supervising a team of technicians handling installations, demonstrations and repair for a full range of digital and mechanical range of products to ensure timely resolution of customer service requests and thus ensuring great customer experience and satisfaction by providing best-in-class after sales service and demonstration. The incumbent is expected to ensure this by following standard procedures, adept handling of the service agency as well as internal resources. The position is required to take ownership by displaying strong empathy to customers issues and complaints and ensure resolution within agreed timelines and up-to defined satisfaction standards.

Roles and Responsibilities:
- Take ownership to follow and monitor standard procedures and checklists to ensure that all possible customer touch points during standard demonstrations,



installations and after sales compliant resolutions have a transparent and standard approach to ensure immediate and effective solutions.
- Regularly monitor and improve key service metrics like Open job ageing, Resource Utilization, Cost of Service, Customer Satisfaction Score, Meantime to Repair, No. of escalations, etc. and prepare accurate reports
- Monitor the open service requests and continuously follow up with the technicians to ensure timely closure and up to defined satisfaction levels.
- Continually provide market and customer insights to the Service head to ensure the improvement of service processes.
- To increase customer Satisfaction Score in the region by displaying proactive mindsets in resolution, doing continuous root cause analysis and sharing learnings within the team to ensure the improvement of satisfaction standards
- Recruit, mentor and develop service technicians and e

📌 Service Manager (Ahmedabad)
🏢 Assa Abloy
📍 Ahmedabad