Assistant Service Manager (Lifts and Elevators)

Position Overview – Assistant Service Manager – Elevators As Assistant Service Manager – Elevators 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. This is a frontline leadership role where you will supervise a team of 30–40 service technicians and engineers, manage multiple service territories, and drive operational excellence in preventive maintenance, troubleshooting, and emergency response. You will have the freedom to shape processes, develop people, and make a visible impact on customer experience and brand reputation. Key Responsibilities • Drive outstanding customer satisfaction through proactive service delivery, 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. • 7–10 years of hands‑on experience in elevator service and maintenance, preferably in home or building elevators. • Minimum 2–3 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. • Proactive, disciplined, and comfortable working in a fast-paced, customer‑focused environment with high ownership. • Willingness to travel across assigned service territories as business needs demand.