ASM - Area Service Manager (Tamil Nadu)

IMEA (India, Middle East, Africa)IndiaLIXIL INDIA PVT LTDEmployee AssignmentHybridFull Time10 November 2025Job PurposeThe 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 ManagementCoordinate 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 & SupportVisit 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 InteractionAct 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 LeadershipTrain, 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 & ReportingTrack 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 ControlManage 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 TitleGoal DescriptionCustomer Oriented (Internal & External)2 Hrs Response & 6 Hrs Resolution3 Days + Calls AgingReminder & VOC to be in control within the targetNPS Score & Sample SizePlatinum, Gold & Silver Partner VisitProcessIndent Request Approvals with same day with 100% AccuracyMaintain SPD MSL & ensure Part Calls are getting closed on timeTechnicians claim approval within 7 daysSPD DN Closure within 5 daysCostRevenue Target as per assigned value (AMC, Commercial AMC, EWC, Accessories)PeopleEnsure that all technicians being onboard are evaluated as per Lixil Guidelines & onboarding process is adheredTechnician Skill Set