Assistant Manager Technical Services • Non – Sales • LIXIL India Pvt. Ltd. Full Time

Job Purpose

The Area Service In charge – Field Operations is responsible for supervising and coordinating all field service activities within a designated territory. The role ensures prompt and quality service delivery through effective deployment of field staff, coordination with customers, and resolution of technical issues on-site. The position plays a key part in driving operational efficiency and ensuring high levels of customer satisfaction in the field.

Key Responsibilities

✅ Field Operations Management

• Coordinate and monitor the daily schedules of field service engineers and technicians.
• Ensure timely execution of service calls including installation, maintenance, troubleshooting, and repairs.
• Track field staff movements and job completion using mobile or GPS-based field service software.

✅ On-Site Supervision & Support

• Visit customer sites regularly to assess service quality, technician performance, and client concerns.
• Provide technical support and guidance to field technicians on complex service issues.
• Ensure safety compliance and adherence to service standards during field visits.

✅ Customer Interaction

• Act as the first point of contact for high-priority or escalated field service issues.
• Engage directly with clients during site visits to ensure satisfaction and build long-term relationships.
• Communicate clearly with customers about job status, delays, or resolutions.

✅ Team Leadership

• Train, coach, and mentor field service teams to improve technical and customer-handling skills.
• Conduct performance evaluations and implement improvement plans where necessary.
• Maintain high team morale and accountability for service targets.

✅ Service Performance & Reporting

• Track key field KPIs like Service TAT, First Visit Fix Rate, and Daily Job Completions.
• Maintain detailed logs of service calls, spare usage, and technician efficiency.
• Prepare weekly/monthly area performance reports and suggest improvements.

✅ Inventory & Tools Control

• Manage area-level stock of spare parts and tools required for field jobs.
• Ensure proper handling, tracking, and return of unused parts and tools by technicians.