Does this job have supervisory responsibilities? : Yes
Position Summary
The Technical Support Manager is responsible for overseeing end-to-end service operations for the ENOX hardware portfolio. This role serves as the central coordination point between customers, dealers, field technicians, and internal teams — ensuring timely issue resolution, high customer satisfaction, and continuous product quality improvement. The incumbent will also drive product training initiatives, manage material return workflows, and generate field insights to support product and supply chain decision-making.
Roles and Responsibilities:
1. Customer Support & Centralized Communication
- Manage end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians.
- Address and resolve customer complaints in a timely and effective manner.
- Validate and process product replacements for genuine cases,
ensuring appropriate resolutions.
- Maintain consistent communication and a high level of customer satisfaction across all touchpoints.
2. Field Technician Coordination
- Allocate service tasks to field technicians based on priority and urgency.
- Monitor technician site visits and ensure issues are resolved within agreed timelines.
- Maintain accurate records of site visits, service actions taken, and customer feedback received.
3. Technical Guidance & Issue Resolution
- Provide technical guidance and product support to customers and field teams.
- Enable remote troubleshooting and guide technicians through in office interventions.
- Escalate critical or recurring issues to the Product Manager and SCM team with structured documentation.
- Contribute to product improvement initiatives through field insights and structured feedback loops.
4. Product Training & Sales Support
- Design and deliver st
📌 Technical Support Manager (Mumbai)
🏢 Assa Abloy
📍 Mumbai
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