Technical Executive, Mumbai/Pune

ASSA ABLOY Global Solutions; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

ASSA ABLOY Global Solutions in Gurugram invites applications for a Technical Executive responsible for on-site installation and commissioning of hotel locks and wireless access control systems, plus remote support to ensure timely resolution and superior customer experience.

The role requires 3+ years in the wireless access control or hotel locks sector, Diploma/ITI in electronics/electrical/mechanical or any graduate with relevant experience, strong communication, regional language skills, and

Qualifications

• Diploma/ITI in Electronics/Electrical/Mechanical or Graduate with relevant experience.
• Experience of 3+ years in Wireless Access Control Lockset/Hotel locks/consumer durables is preferred.

Responsibilities

• Installation and commissioning of hotel locks and wireless access control solutions across the region.
• 1Responsible for maintaining site data and following up for AMC proposals.
• 2Training hotel staff on site or remotely via video conferencing.
• 3First point of contact for escalations in the region; record customer feedback promptly.
• 4Generate referrals or recommend value-added services to existing customers.
• 5Improve service standards by ensuring timely closure of service requests per guidelines.

Skills

Customer empathy

Communication

Cross-functional

Regional language

Travel readiness

Data maintenance

Computer basics

Education

Diploma/ITI in Electronics/ Electrical/ Mechanical

Graduate in any stream with relevant experience

Tools

Video conferencing

Job description

Job Description

Position: Technical Executive

Reporting to: Technical Manager – Identity & Access solutions

Position Summary

The position will be responsible for support in installations, and commissioning of the hotel locks & wireless access control system on site visit and remotely, ensuring timely resolution of customer service requests and thus, ensuring a great customer experience and satisfaction by providing best-in-class after sales service and software training. The incumbent is expected to ensure this by following standard procedures. The position is required to take ownership by displaying strong empathy to customers’ issues and complaints and ensure resolution within agreed timelines and up to defined satisfaction standards.

Roles and Responsibilities

• Responsible for Installation and commissioning of hotel locks & wireless access control solutions across the region assigned.
• Responsible for maintaining data as per sites and following up for AMC proposal.
• Responsible for training hotel staff on site visiting or remotely as per customer requirement via video conferencing.
• Act as the first point of contact for cases of escalation in the region and record customer feedback in a timely manner.
• Generate referral sale and/or recommend value added services to the existing customers in the region.
• Responsible for improving the overall service standards in the assigned territory by ensuring timely closure of service requests as per the defined service guidelines.

Skills Required

• Strong customer focus and empathy to not only troubleshoot when needed but to ensure proactive mechanisms to deliver on customer delight.
• Ability to collaborate cross-functionally to own customer problems as ONE ASSA ABLOY.
• Ability to clearly and effectively communicate with customers over telephone and email communication.
• Detail oriented and diligent in terms of follow‑up / completion to ensure satisfaction of customers.
• Good communication both verbal and written.
• The candidate must know the regional language for better communication.
• Ability to prioritize tasks based on customer and business requirement.
• Ability to travel extensively across the region.
• Basic knowledge of computers is a must to provide support for remote location sites.

Educational Qualification and Experience

Diploma/ITI qualified candidates in Electronics/ Electrical/ Mechanical stream (Preferred) or Graduate in any stream with relevant experience may apply. Experience of 3+ years with same industry (Wireless Access Control Lockset)/Hotel locks industry/consumer durables.