Job Description

The Assistant Service Operations Manager will be responsible for overseeing and ensuring the smooth execution of field service operations by coordinating customer complaint resolution, managing technician dispatch and schedules, and ensuring backend coordination with internal teams. This role demands a mix of operational planning, people coordination, data tracking, and cross-functional collaboration to maintain service excellence and customer satisfaction.

Key Roles & Responsibilities:1. Complaint Management & Field Technician Planning

Prepare

Pre-Journey Plans (PJP)

for technicians based on priority, geography, and complexity of customer complaints received through CRM/WhatsApp/calls. Monitor and ensure

timely assignment, dispatch, and closure

of complaints and service visits. Reassign or escalate unresolved complaints proactively to ensure adherence to TAT (Turnaround Time). Maintain a

log of repeat complaints

and initiate root cause analysis with engineering/QA teams if needed.

2. Field Support & Backend Coordination

Provide

real-time backend support

to technicians in case of client queries, product issues, or escalation requirements. Act as the first point of contact for technicians for approvals (e.g., additional material, chargeable service confirmation). Coordinate

remote diagnosis or support from OEMs

, tech heads, or product managers when needed.

3. Material Issuance & Coordination with Store

Ensure

timely issuance of spare parts/tools/accessories

required for service visits. Raise internal material requisition slips based on the complaint diagnosis and coordinate with the

Store Team

to ensure dispatch or handover. Maintain a tracker for

material consumption per complaint/ticket

and ensure proper documentation of used items.

4. Payment Collection & Follow-up

Coordinate with the

Accounts/Finance team

and field staff to ensure timely

collection of service charges

, spare part costs, or out-of-warranty charges. Maintain an up-to-date tracker for

payments collected vs. pending

on a daily/weekly basis. Reconcile service visit status with payment status and highlight defaulters or disputes.

5. Interdepartmental Coordination

Coordinate with

Sales, Projects, Stores, QA/QC, and Customer Experience

teams to ensure smooth service delivery. Escalate chronic service issues or customer dissatisfaction to the relevant department for root-cause fixes. Participate in

handover meetings for new sites/projects

from the Projects team to the Service department.

6. Documentation & MIS Reporting

Maintain a centralized

Complaint Logbook

, visit schedules, material consumption records, and payment status reports. Prepare

daily/weekly dashboards

and share reports with Service Head or Management regarding complaints status, engineer productivity, and revenue from service. Ensure proper documentation of all complaints, job sheets, asset handover forms, service estimates, and feedback forms.

7. Technician Performance Monitoring

Track

PJP adherence, complaint resolution success rate, TAT adherence

, and behavior rating of technicians based on client feedback. Maintain data for performance appraisals and incentive eligibility of field engineers. Support the Service Head in scheduling weekly team meetings, briefings, and refresher training sessions.

8. Spare Management & AMC Coordination

Keep record of parts under warranty, AMC inclusions vs exclusions, and generate reminders for

renewal of AMC contracts

. Coordinate with the AMC team to assign

preventive maintenance schedules

across all ongoing AMC clients. Prepare

AMC status reports

, profitability summaries, and renewal follow-up triggers.

9. CRM / ERP / App Usage & Monitoring

Ensure all complaints and updates are logged in CRM or internal service app. Encourage field engineers to

upload pictures, video proofs, and job sheet submissions

through the app in real-time. Flag incomplete entries, wrong tagging, or delays in data upload and ensure process discipline.

10. Client Handling & Escalation Management

Occasionally handle

VIP client complaints

or field visits as backup in the absence of the Service Manager. Ensure timely response and resolution in cases of

urgent, escalated, or sensitive client complaints

. Coordinate with the marketing or client experience team to collect and

analyze service feedback and CSAT (Customer Satisfaction Score).

Preferred Qualifications & Skills:

Bachelor's degree (Engineering background preferred) or Diploma with relevant experience. Minimum 2-4 years of experience in service operations, preferably in

Security, ELV industry

Working knowledge of

Excel, CRM/ERP tools, and ticketing systems

. Excellent organizational, multitasking, and coordination skills. Strong communication and client-handling abilities. Detail-oriented with analytical mindset for tracking and improving service KPIs.
Job Types: Full-time, Permanent

Pay: ₹17,312.42 - ₹35,000.00 per month

Benefits:

Health insurance Internet reimbursement Leave encashment
Application Question(s):

Current Monthly In-Hand Salary Expected Monthly In-Hand Salary Notice period (In Days)
Work Location: In person