Assistant Service Manager

Atomberg Technologies; Bengaluru, Thiruvananthapuram; On-site; INR 300,000 - 600,000; Full time

Job summary

Atomberg Technologies in Bengaluru is seeking a Service Coordination specialist to streamline service calls and ensure timely resolutions. You will track TAT and pending calls, escalate issues with Area Managers and partners, and drive root-cause fixes with the field team.

You will turn Salesforce data into actionable reports, maintain Excel dashboards for TAT, closures, backlog, and partner performance, and prepare weekly/monthly review packs for leadership with insights and recommended actions.

Responsibilities

• Service Coordination: Keep the zone's service calls moving within TAT
• Track daily TAT and pending calls across ~5,000 monthly service calls, and flag breaches early
• Chase escalations to closure with Area Managers and service partners, with clear owners and timelines
• Identify repeat complaints and ageing calls, and drive root-cause fixes with the field team
• MIS & Reporting: Turn Salesforce data into reports leadership acts on
• Build and maintain Excel dashboards on TAT, closures, backlog and partner performance
• Prepare weekly and monthly review packs with insights and recommended actions, not just numbers
• Ensure data accuracy and timely publishing of all zonal reports
• Spare Parts: Keep stock available across 250+ service centres
• Monitor DOI and flag stock-outs and excess stock at service centres
• Coordinate dispatches with the warehouse and supply teams to prevent repair delays
• Track defective returns and ensure timely reverse logistics and closure
• Executive Support: Run the operating rhythm for the Zonal Manager
• Own the field supply calendar and schedule zone reviews and partner connects
• Maintain the action tracker, follow up on commitments and report slippages
• Prepare review material and minutes for zonal and leadership meetings
• Field Connect: Stay close to the ground
• Visit ASPs, dealers, distributors and Pareto outlets every month
• Check service quality, stock position and partner issues first-hand, and bring them back as actions
• Build strong working relationships with partners to improve service and closure outcomes

Job description

• Service Coordination: Keep the zone's service calls moving within TAT
• Track daily TAT and pending calls across ~5,000 monthly service calls, and flag breaches early
• Chase escalations to closure with Area Managers and service partners, with clear owners and timelines
• Identify repeat complaints and ageing calls, and drive root-cause fixes with the field team
• MIS & Reporting: Turn Salesforce data into reports leadership acts on
• Build and maintain Excel dashboards on TAT, closures, backlog and partner performance
• Prepare weekly and monthly review packs with insights and recommended actions, not just numbers
• Ensure data accuracy and timely publishing of all zonal reports
• Spare Parts: Keep stock available across 250+ service centres
• Monitor DOI and flag stock-outs and excess stock at service centres
• Coordinate dispatches with the warehouse and supply teams to prevent repair delays
• Track defective returns and ensure timely reverse logistics and closure
• Executive Support: Run the operating rhythm for the Zonal Manager
• Own the field supply calendar and schedule zone reviews and partner connects
• Maintain the action tracker, follow up on commitments and report slippages
• Prepare review material and minutes for zonal and leadership meetings
• Field Connect: Stay close to the ground
• Visit ASPs, dealers, distributors and Pareto outlets every month
• Check service quality, stock position and partner issues first-hand, and bring them back as actions
• Build strong working relationships with partners to improve service and closure outcomes