FIELD SERVICE MANAGER

Company: Multiple Zones Technologies Pvt. Ltd. (MZI)
Position: Field Service Manager
Location: Rajasthan, Haryana & Punjab
Salary: ₹25,000 per month + PF & other applicable benefits
Experience: 3–6 years in Field Service / After-Sales Service / Service Operations

About Multiple Zones Technologies Pvt. Ltd.

Multiple Zones Technologies Pvt. Ltd. (MZI) is a technology-driven company providing SaaS-based Service CRM and Field Service Management solutions to businesses across industries.

We manage and enable end-to-end after-sales service operations for brands, particularly in the Small Appliances & Consumer Durables segment, including Mixer Grinders, Cooktops, Hobs, Chimneys, Geysers, Fans and other household appliances.

Role Overview

We are looking for an experienced and result-oriented Field Service Manager to manage field-service operations across Rajasthan, Haryana and Punjab.

The person will be responsible for managing the service network, coordinating with Authorized Service Centres (ASCs), field technicians and brand teams, ensuring timely complaint resolution, monitoring service quality and maintaining SLA/TAT performance through our Service CRM.

Key Responsibilities

1. Field Service Operations

- Manage day-to-day field service operations across the assigned region.
- Ensure timely allocation and closure of customer service calls.
- Monitor service TAT, pending tickets, repeat complaints and ageing cases.
- Ensure service calls are handled as per defined SLA and company processes.
- Identify operational gaps and take corrective actions.

2. ASC & Technician Management

- Manage and coordinate with Authorized Service Centres, service partners and field technicians.
- Identify and onboard suitable service partners wherever required.
- Monitor technician productivity, attendance, coverage and performance.
- Ensure adequate service coverage across assigned locations.
- Resolve operational issues between customers, technicians, ASCs and brand teams.

3. Service Quality & Performance





- Monitor service quality and customer satisfaction.
- Track repeat complaints, first-time-fix performance and unresolved cases.
- Conduct regular performance reviews with service partners.
- Take corrective action against poor-performing service centres/technicians.
- Ensure proper documentation and closure of service tickets.

4. CRM & MIS Management

- Ensure that all service activities are updated correctly in the Service CRM.
- Monitor dashboards, pending tickets, ageing reports and SLA reports.
- Prepare and share daily/weekly/monthly service performance reports.
- Analyse service data and identify trends, bottlenecks and improvement areas.
- Ensure field teams follow the defined CRM workflow.

5. Brand & Customer Coordination

- Coordinate with brand/service teams regarding escalations and critical complaints.
- Handle high-priority and escalated service cases.
- Maintain regular communication with clients/brand representatives.
- Ensure timely resolution and closure of escalated cases.

6. Spare Parts Coordination

- Coordinate with service centres and technicians for spare-part requirements.
- Monitor spare availability and dispatch requirements.
- Follow up on pending spare-related complaints.
- Ensure service calls are not delayed unnecessarily due to coordination gaps.

7. Regional Travel

- Regular travel across Rajasthan, Haryana and Punjab will be required.
- Visit ASCs, technicians and key service locations for audits, training and performance reviews.
- Conduct periodic field audits and ensure adherence to service processes.

Key Performance Indicators (KPIs)

- Service TAT / SLA achievement
- Ticket closure rate




- Pending & ageing ticket reduction
- First-Time Fix Rate
- Repeat complaint reduction
- Technician productivity
- ASC performance
- Customer satisfaction
- Service coverage
- CRM compliance
- Escalation resolution time

Candidate Profile

The ideal candidate should have:

- 3–6 years of experience in Field Service / After-Sales Service / Service Operations.
- Experience in consumer durables, appliances, electronics, electrical products or a similar industry will be preferred.
- Experience managing technicians, service centres or field service partners.
- Good understanding of service operations and SLA/TAT management.
- Comfortable working with CRM/software applications.
- Good communication and coordination skills.
- Strong follow-up and problem-solving ability.
- Willingness to travel extensively within Rajasthan, Haryana and Punjab.
- Ability to work independently and manage regional operations.

Preferred Product Experience

Experience with products such as:

- Mixer Grinders
- Cooktops
- Hobs
- Chimneys
- Geysers
- Fans
- Small Kitchen Appliances
- Consumer Electronics
- Electrical / Consumer Durables

will be an advantage.

Compensation & Benefits

Salary: ₹25,000 per month

Additional Benefits:

- Provident Fund (PF)
- Other applicable company benefits
- Travel/field expenses as per company policy
- Performance-based growth opportunities

Why Join MZI?

- Work with a growing SaaS + Field Service Management company.
- Exposure to multiple leading consumer brands and service operations.
- Opportunity to work with modern Service CRM and digital field-service technologies.
- Regional ownership and significant operational responsibility.
- Opportunity for growth opportunities in Service Operations and Regional Management.

Interested candidates can share their CV with relevant experience in Field Service / After-Sales Service / Service Operations.

Pay: ₹25,000.00 - ₹28,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Field Service Manager (Sarita Vihar)
🏢 Multiple Zones Technologies Private
📍 Sarita Vihar