ASM- Area Service Manager

3 days ago

Gurugram Gurugram India LIXIL Full time

Job Description IMEA (India, Middle East, Africa) India LIXIL INDIA PVT LTD Employee Assignment Hybrid Full Time 10 November 2025 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. Goal Title Goal Description Customer Oriented (Internal & External) 2 Hrs Response & 6 Hrs Resolution 3 Days + Calls Aging Reminder & VOC to be in control within the target NPS Score & Sample Size Platinum, Gold & Silver Partner Visit Process Indent Request Approvals with same day with 100% Accuracy Maintain SPD MSL & ensure Part Calls are getting closed on time Technicians claim approval within 7 days SPD DN Closure within 5 days Cost Revenue Target as per assigned value (AMC, Commercial AMC, EWC, Accessories) People Ensure that all technicians being onboard are evaluated as per Lixil Guidelines & onboarding process is adhered Technician Skill Set

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