Technical Support Manager

ASSA ABLOY Sicherheitstechnik GmbH; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ASSA ABLOY Gruppe – ENOX division in Mumbai seeks a Technical Support Manager to oversee end-to-end service operations for the ENOX hardware portfolio. You will coordinate customers, dealers, field technicians, and internal teams to ensure timely issue resolution and high customer satisfaction.

The role includes driving product training, managing material returns, and deriving field insights to support product and supply chain decisions. Travel may be required as per project needs.

Qualifications

• Bachelor's degree in Engineering - Mechanical or Electronics (required).
• 8-12 years of experience in a relevant technical service, after-sales support, or field operations role.
• Willingness to travel as required by project and business needs.

Responsibilities

• Coordinate end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians.
• Allocate service tasks to field technicians based on priority and urgency.
• Provide technical guidance and remote/onsite support to customers and field teams.
• Design and deliver structured product training sessions for sales teams, technicians, and dealer partners.
• Maintain records of service actions, spare parts usage, and product failures; generate actionable insights.
• Analyze recurring service issues and propose CAPA to improve product quality and field performance.
• Ensure timely return of materials and faulty parts after service interventions.

Skills

MS Office

CRM tools

Analytical thinking

Communication skills

Leadership

Travel readiness

Education

Bachelor's degree in Engineering - Mechanical or Electronics

Job description

Job Title: Technical Support Manager - ENOX
Division/Company/Entity: ENOX
Location: Mumbai
Department: Sales Support
Reports to: Director & Head of ENOX
Does this job have supervisory responsibilities?: Yes

Position Summary: The Technical Support Manager is responsible for overseeing end-to-end service operations for the ENOX hardware portfolio. This role serves as the central coordination point between customers, dealers, field technicians, and internal teams - ensuring timely issue resolution, high customer satisfaction, and continuous product quality improvement. The incumbent will also drive product training initiatives, manage material return workflows, and generate field insights to support product and supply chain decision-making.

Roles and Responsibilities

1. Customer Support & Centralized Communication Manage end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians. Address and resolve customer complaints in a timely and effective manner. Validate and process product replacements for genuine cases, ensuring appropriate resolutions. Maintain consistent communication and a high level of customer satisfaction across all touchpoints.
2. Field Technician Coordination Allocate service tasks to field technicians based on priority and urgency. Monitor technician site visits and ensure issues are resolved within agreed timelines. Maintain accurate records of site visits, service actions taken, and customer feedback received.
3. Technical Guidance & Issue Resolution Provide technical guidance and product support to customers and field teams. Enable remote troubleshooting and guide technicians through on-site interventions. Escalate critical or recurring issues to the Product Manager and SCM team with structured documentation. Contribute to product improvement initiatives through field insights and structured feedback loops.
4. Product Training & Sales Support Design and deliver structured product training sessions for sales teams, technicians, and dealer partners. Support sales activities by demonstrating product features and best installation practices.
5. Reporting & Data Management Maintain comprehensive records of service activities including technician visits, complaints, spare part usage, and product failures. Generate actionable insights and periodic reports to support decision-making by SCM and Product teams. To coordinate with Director Products and Director SCM for smooth functioning of business need time to time.
6. Quality Improvement Contribution Analyze recurring service issues to identify root causes, failure trends, and systemic gaps. Recommend corrective and preventive actions (CAPA) to enhance product quality and field performance.
7. Material Return Management Ensure timely return of materials and faulty parts to the warehouse following service interventions. Coordinate with field technicians and relevant stakeholders for material collection and dispatch. Track issued and returned materials to maintain accurate inventory records and accountability.

Skills & Competencies

• Proficient in MS Office Suite; able to read and interpret technical drawings and product manuals.
• Familiar with CRM or service management tools for complaint tracking.
• Strong analytical, problem-solving, and attention to detail.
• Effective communicator across technical and non-technical audiences.
• Self-motivated with ability to work independently and lead field technicians.
• Customer-first mindset with composure under escalation pressure.

Education, Qualification & Experience required

• Bachelor's degree in Engineering - Mechanical or Electronics (required).
• 8 - 12 years of experience in a relevant technical service, after-sales support, or field operations role.
• Prior experience in hardware, building products, access solutions, or a related manufacturing industry preferred.
• Willingness to travel as required by project and business needs.

Note: This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employee may be expected to perform other related duties as required to meet the ongoing needs of the organization.

We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access. As an employer, we value results - not titles, or backgrounds. We empower our people to build our career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access. As an employer, we value results - not titles, or backgrounds. We empower our people to build our career around their aspirations and our ambitions - supporting them with regular feedback, training and development opportunities.