Assistant Service Manager - Elevator

Job description:

Position Overview: Elevator Assistant Service Manager

As Elevator Assistant Service Manager at EN Elevators, you will lead end-to-end service, maintenance, and breakdown operations across multiple high-growth regions. You will be the technical backbone for our home elevator customers, owning service excellence, customer satisfaction, and SLA performance.

Key Responsibilities:

• Drive outstanding customer satisfaction through proactive service delivery, a first-time fix mindset, and timely closure of complaints.
• Lead and manage regional planned service schedules, breakdown, and repair operations across assigned locations.
• Supervise and mentor a team of service technicians and engineers across multiple service routes, building a high-performance, safety-focused culture.
• Ensure all preventive maintenance schedules are executed as per company standards and statutory requirements.
• Monitor breakdown calls and ensure resolution within defined SLAs, escalating risks early and removing roadblocks for the team.
• Act as the primary technical escalation point for complex service issues, guiding the team on diagnostics and root cause analysis.
• Conduct periodic inspections and audits of safety and statutory compliance at customer sites.
• Track technician productivity, callback rates, and service quality metrics, and implement corrective and improvement actions.
• Coordinate closely with Sales, Projects, Stores, and HQ teams to ensure seamless execution and a smooth customer journey.
• Ensure availability and optimal utilization of tools, spares, and manpower for uninterrupted service execution.
• Prepare and review service reports, performance dashboards, and cost control reports; present insights and action plans to management.
• Conduct regular technical and soft skills training, on-the-job coaching, and performance evaluations for the service team.
• Optimize manpower planning, route allocation, and territory assignment to improve operational efficiency and cost effectiveness.

Candidate Profile:

• Diploma / B.E. / B. Tech in Electrical, Mechanical, or related engineering discipline.
• 7 to 10 years of hands-on experience in elevator service and maintenance, preferably in home or building elevators.
• Minimum 2 to 3 years in a supervisory or assistant managerial role handling field service teams.
• Strong knowledge of traction and hydraulic elevators, controllers, and safety components.
• Proven experience managing multiple sites and large, distributed field teams.
• Strong understanding of safety regulations, statutory norms, and service compliance standards.
• Willingness to travel across assigned service territories as business needs demand.