Service Supervisor- Lift & Elevators Industry

Position Title: Service SupervisorBranch

Position Overview

Reporting to: Branch Head

No. of Direct Reports: 15+

Level: B6

• The Service Supervisor will lead the end-to-end service operations for elevators, including technical and commercial activities for Routine and Preventive
• Maintenance, Breakdown Service, Repairs, Modernization, and Inventory Management. The role is responsible for driving AMC revenue and Spares, Repair
• and Modernization business growth while ensuring high levels of customer satisfaction, equipment reliability and zero-incident safety performance.

Purpose of the Role

• •
• •
• •
• •
• Lead the service team to ensure effective execution of route-based preventive maintenance, breakdown attendance, annual equipment surveys and
• safety tests for all assigned elevators.
• Own the service P&L in the territory by driving AMC business, Spares, optimizing CPUA, and controlling spare parts consumption, Spares, Repair and
• Modernization order booking and closure.
• Ensure strict compliance with company service policies, applicable codes and safety standards to achieve zero incidents and high equipment
• availability.
• Conduct service audits of new installation units prior to hand over to customers and ensure that incomplete jobs are not handed over.

Key Responsibilities

Service Operations & Technical Leadership

• •
• •
• •
• •
• Plan, allocate and supervise daily PM schedules, breakdown call, route rationalization/route loading to ensure timely and high-quality service delivery.
• Monitor response time, shutdown duration, call-back trends and implement corrective actions to improve reliability and cost efficiency.
• Guide technicians in troubleshooting and repair activities, providing on-site technical support for complex faults.
• Conduct AES and Safety Tests, PM Audits, ensure proper documentation of all the audits and safety tests, equipment inspections and other statutory
• requirements.
• •
• •
• Reporting of Incidents and Near Missed in line with the companys process.
• Organize service inspections of new installation units prior to handover to customers and ensure that incomplete jobs are not handed over.

Business Development AMC, Repair & Modernization

• •
• •
• •
• Support Service Sales Team to drive revenue growth through proactive selling of AMCs, Spares, Repair and Modernization packages to new and
• existing customers.
• Identify upgrade and modernization opportunities during AES and service visits, prepare inputs for proposals, book the SRM orders and ensure timely
• closure.
• Improve service quality to ensure timely AMC renewal follow-up, collection of pending dues and promotion of OEM spares and value-added services to
• enhance customer loyalty.

Customer Relationship Management

• •
• •
• •
• Act as the single point of contact for key customers in the territory, handling escalations, service reviews and communication on equipment
• performance.
• Conduct regular review meetings, non-price visits and performance presentations to strengthen long-term partnerships and understand future
• customer needs.
• Coordinate internally to ensure commitments on response time, uptime and quality are met, and that customer complaints are resolved promptly and
• effectively.

People Management, Training & Vendor Development

• •
• •
• Organize, mentor and develop the service team, including technicians, through regular coaching, performance reviews and skill-gap analysis.
• Plan and conduct technical, safety and behavioural training for field staff, ensuring adherence to safe work practices and service standards.

Process, Inventory & Compliance

• •
• Implement and sustain company service processes, documentation standards and digital tools for call logging, work order closure, billing and
• collection.
• •
• •
• Oversee spare parts planning, ordering, inventory control and consumption analysis to support uptime targets and cost optimization.
• Prepare and present MIS reports and periodic reviews to the Head Office team covering service KPIs, revenue performance, safety, quality and
• improvement plans.

Qualifications

• •
• •
• Diploma in Electrical Engineering is mandatory.
• Bachelors degree in electrical engineering preferred.

Experience & Technical Skills

• •
• Minimum 15 years of experience in the elevator industry for Diploma Engineers or 10 Years for Graduate Engineers with strong exposure to service,
• repairs and modernization.
• •
• •
• Thorough knowledge of elevator systems, troubleshooting, testing and commissioning across multiple control and drive technologies.
• Proven track record of leading service teams and delivering results in a demanding field environment.

Behavioural & Managerial Competencies

• •
• •
• •
• •
• Strong result orientation with entrepreneurial mindset and ownership of territory P&L.
• Excellent communication, presentation and interpersonal skills for dealing with customers, technicians and management.
• Ability to train and coach field employees, manage conflict and build a high-performance service culture.
• Proficiency in MS Office and service-related applications for reporting, analysis and communication.