SUPERVISOR - SERVICE (New Delhi, IN, 110020) chez dormakaba USA | For every place that matters

A Job That Matters: Your Tasks

1. Team & Site Management

• Lead and supervise a team of 8–10 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.

2. 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.

3. 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.

4. Subcontractor Management

• Supervise subcontractors to ensure high-quality installation and service delivery.
• Validate and document subcontractor work completion as per dormakaba standards.

5. 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.

6. 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.

7. 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.

8. 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

• 5–8 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