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The Assistant Service Manager (ASM) is responsible for leading the service team, ensuring excellent
customer experience, managing daily service operations, and driving on-time call closure. This role
requires strong ownership, technical understanding, and leadership capability to motivate service
engineers and ensure customer-first service delivery.
KEY RESPONSIBILITIES
1. Customer Experience & Issue Resolution
Take full accountability for customer issues from start to closure.
Handle escalations and ensure fast, professional resolution.
Maintain transparent communication with customers on status and timelines.
Implement a customer-first approach in all interactions.
2. Service Team Leadership & Motivation
Lead, guide, and motivate service engineers for daily tasks.
Conduct morning briefings and end-of-day updates.
Monitor performance, punctuality, discipline, and job quality.
Provide field support decisions when engineers face technical challenges.
Identify training needs and ensure skill development.
3. Service Operations & Coordination
Allocate service calls based on skill, priority, and location.
Track open, pending, and closed calls throughout the day.
Ensure accurate logging of issues, job sheets, service reports, and photos.
Coordinate with CRM, logistics, and sales for spares, dispatch, and customer updates.
Maintain AMCs, warranty trackers, and service renewal schedules.
4. Reporting & Performance Monitoring
Maintain daily reports on call status, SLA, TAT, and engineer performance.
Submit weekly dashboards and monthly service summaries to management.
Track key metrics:
o Call closure time
o First-time fix rate
o Customer satisfaction score
o Engineer productivity
5. Process Improvement & Quality Control
Identify recurring problems and implement preventive actions.
Improve service SOPs and enforce service process compliance.
Ensure quality of service, proper installation standards, and safety practices.
Benchmark and implement best practices from industrial service companies.
REQUIRED SKILLS
Strong leadership and team-handling skills.
Excellent communication (English, Tamil, Hindi) and customer-handling skills.
Ability to manage pressure, multitask, and solve problems quickly.
Good technical understanding of electronics, electrical, automation, IoT, or related fields.
Strong coordination, planning, and follow-up capability.
Proficiency in MS Excel, CRM tools, and reporting.
QUALIFICATION
Diploma / BE (EEE, ECE, Mechatronics) preferred.
Candidates with strong experience in service coordination or field service team handling are
suitable.
37 years of experience in a service-oriented technical environment.
BENEFITS
Leadership role with growth into Service Manager
Technical training on all products
Professional and supportive work culture
Health Insurance, Travel allowance for site visits
Immediate joiners preferred.
Bachelor Of Technology (B.Tech/B.E)
Innospace Automation Services Pvt Ltd is an IoT and Automation based company. Having Innovation as our core, we offer Research and development as a service for customers. We are also the leading OEM supplier of Professional Radio Remote Control systems. We have a dedicated R&D Team that has in depth understanding of machineries and the ability to leverage technology advancements. This enables us to craft a customisable and cost-effective solution. Products and services of Innospace Automation falls under 4 categories namely Industrial Automation products, Industrial IoT solutions, Marketplace (For industrial remote control products), Research and development as a service. Our customers are guaranteed futuristic solutions and services. Missing out on our expertise is a simple no-no.
Job ID: 136260411
