SUPERVISOR - SERVICE

dormakaba

Delhi, India

5-8 Years

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Job Description

A Job That Matters: Your Tasks

Team & Site Management
Lead and supervise a team of 810 technicians across multiple customer locations.
Plan and allocate daily service and installation activities, ensuring timely and high-quality execution.
Monitor field performance, ensure adherence to safety, quality, and company standards, and conduct regular site audits.
Installation & Technical Surveys
Oversee installation, commissioning, and handover of dormakaba products at customer sites.
Conduct pre-sale technical site surveys to assess feasibility and prepare installation requirements.
Coordinate with project and sales teams to ensure site readiness and provide technical inputs during project planning.
Complaint & Service Handling
Manage and resolve customer complaints promptly through effective technician dispatching and supervision.
Monitor service quality, identify recurring technical issues, and implement corrective and preventive actions.
Collaborate with the technical support team for handling complex issues and escalations.
Subcontractor Management
Supervise subcontractors to ensure high-quality installation and service delivery.
Validate and document subcontractor work completion as per dormakaba standards.
Preventive Maintenance & AMC Management
Plan and execute Preventive Maintenance Schedules (PMS) for all AMC customers within agreed timelines.
Ensure PMS completion, maintain proper documentation, and support AMC billing post-service execution.
Track AMC renewals, prepare and submit quotations, and drive conversion of warranty customers into AMC clients.
Revenue & Business Growth
Achieve monthly service revenue targets through AMC renewals, spare parts sales, and upgradation projects.
Identify business growth opportunities by expanding the AMC customer base.
Prepare quotations, BOQs, and proposals for new service opportunities.
Technical Expertise & Customer Support
Maintain strong technical knowledge of dormakaba products including automatic doors, access systems, and hotel locks.
Guide technicians in troubleshooting and provide on-site technical support.
Deliver excellent customer communication and ensure service satisfaction.
Documentation & Reporting
Maintain up-to-date records of service activities, PMS schedules, and customer interactions.
Submit regular performance, revenue, and customer satisfaction reports.
Ensure all documentation meets audit and compliance requirements.

An Experience That Matters: Your Skills

Educational Requirements

Diploma or Degree in Electrical, Electronics, or Mechanical Engineering.

Job Experience

58 years of experience in service operations, preferably in access control, automation, or electro-mechanical systems.
Proven experience in leading field service teams and achieving service revenue targets.

Key Skills

Strong technical and troubleshooting expertise.
Excellent leadership, coordination, and communication skills.
Customer-focused approach with strong problem-solving abilities.
Proficiency in MS Office, CRM tools, and reporting systems.
Ability to manage multiple sites and ensure timely task execution.

A workplace that matters: our offering

Supportive and Inclusive work environment
Career growth and advancement
Comprehensive benefits such as health insurance for employees and their dependents, parental leave etc.,
Learning and Development opportunities