We have opening for Service & Operations Manager - Electronic Security Systems

Location: Mumbai, Gurgaon, Bangalore, Kolkata and Chennai

Experience : 5-10 Years

Employment Type : Full-Time

We are looking for an experienced Service & Operations Manager to lead service delivery and field operations for Electronic Security Systems. The role involves managing service teams, ensuring SLA compliance, handling customer escalations, and maintaining high service standards across multiple client locations.

Key Responsibilities

- Manage preventive and corrective maintenance activities for electronic security systems.
- Lead and support field service engineers and technicians.
- Ensure timely response and closure of service calls as per SLAs.
- Monitor service performance, maintenance schedules, and customer satisfaction.
- Handle customer escalations and provide effective resolutions.
- Conduct service review meetings with customers and key stakeholders.
- Coordinate with OEMs, vendors, and suppliers for technical support and spare parts.
- Manage manpower planning, resource allocation, and service scheduling.
- Review maintenance reports, service documentation, and operational records.
- Support installation, commissioning, upgrades, and modernization projects.
- Monitor KPIs including response time, closure time, preventive maintenance compliance, and first-time fix rate.
- Drive continuous improvement initiatives to enhance service quality and operational efficiency.

Systems Exposure Required

- Access Control Systems
- CCTV Surveillance Systems
- Fire Alarm Systems
- Public Address (PA) Systems
- Building Management Systems (BMS)
- Intrusion Detection Systems
- Video Door Phone Systems
- Time Attendance Systems
- Other Electronic Security & Low Voltage Systems

Required Skills :





- Strong technical knowledge of Electronic Security Systems.
- Experience in managing field service operations and maintenance teams.
- Excellent troubleshooting and problem-solving skills.
- Good understanding of AMC/CMC contracts and SLA management.
- Customer relationship and stakeholder management skills.
- Knowledge of networking and system integration.
- Team leadership, mentoring, and performance management.
- Strong communication, reporting, and presentation skills.
- Ability to manage multiple customer accounts and service teams.

Qualification

- Bachelor's Degree or Diploma in Electronics, Electrical, Instrumentation, Telecommunications, or related field.
- Certifications in CCTV, Access Control, Fire Alarm Systems, BMS, or Project Management will be an added advantage.

Preferred Industry Background

- Electronic Security Systems
- Fire & Safety Systems
- Building Automation / BMS
- System Integration Companies
- Data Centers
- Facility Management Services
- Banking & Commercial Infrastructure Projects
- 5-10 years of relevant experience in service operations and technical support.
- Minimum 3-5 years of experience managing service teams.
- Solid customer-facing and escalation management experience.
- Experience handling enterprise customers, banks, hospitals, commercial buildings, data centers, or industrial facilities.
- Willingness to travel for customer meetings and site visits.

Key Competencies

- Leadership & Team Management
- Customer Service Excellence
- Service Operations Management
- SLA & Contract Management
- Technical Troubleshooting
- Resource Planning
- Vendor Management
- Problem Solving & Decision Making

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HR Consultant | Talent Acquisition Specialist NPR Connect

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Work Location: In person

📌 Service Operations Manager (Mumbai)
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📍 Mumbai