Assistant Service Manager

Nibav Lifts; Ernakulam; On-site; INR 900,000 - 1,400,000; Full time

Job summary

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

The ideal candidate has 7–10 years in elevator service, 2–3 years in supervision, and hands-on experience with traction and hydraulic elevators.

Qualifications

• Diploma / BE / BTech in Electrical, Mechanical, or related engineering discipline.
• 7 to 10 years of hands-on experience in elevator service and maintenance.
• 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.
• Willingness to travel across assigned service territories as business needs demand.

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.

Skills

Team leadership

Customer service

Preventive maintenance

Root cause analysis

Education

Diploma / BE / BTech in Electrical or Mechanical Engineering

Job description

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.