Technical Support Manager

ASSA ABLOY Opening Solutions

Technical Support Manager for ENOX division managing hardware service operations and technical support while ensuring customer satisfaction. Collaborating across teams for product training and quality improvement.

Posted 8/2/2026full-timeMumbai • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing end-to-end customer support for hardware products, ensuring high levels of customer satisfaction and effective resolution of complaints. Proficient in analyzing service issues and providing technical guidance while coordinating with field technicians and stakeholders.

Highest-signal resume keywords

Customer Support ManagementTechnical Service ExpertiseAnalytical Problem-SolvingCRM Tool ProficiencyProduct Training Delivery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Drawing InterpretationProduct SupportComplaint TrackingService Task AllocationRoot Cause AnalysisCorrective and Preventive Actions (CAPA)Inventory ManagementField OperationsMS Office Suite ProficiencyAfter-Sales Support

Soft Skills

Effective CommunicationAttention to DetailSelf-MotivationCustomer-First MindsetComposure Under Pressure

Tools & Technologies

CRM ToolsService Management Tools

Certifications & Qualifications

Bachelor's Degree in Engineering – Mechanical or Electronics

Industry Keywords

Customer SatisfactionField Technician CoordinationService Activities DocumentationProduct Quality EnhancementTechnical Guidance

About the role

Key responsibilities & impact

Manage end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians
Address and resolve customer complaints in a timely and effective manner
Validate and process product replacements for genuine cases, ensuring appropriate resolutions
Maintain consistent communication and a high level of customer satisfaction across all touchpoints
Allocate service tasks to field technicians based on priority and urgency
Monitor technician site visits and ensure issues are resolved within agreed timelines
Maintain accurate records of site visits, service actions taken, and customer feedback received
Provide technical guidance and product support to customers and field teams
Enable remote troubleshooting and guide technicians through on-site interventions
Escalate critical or recurring issues to the Product Manager and SCM team with structured documentation
Design and deliver structured product training sessions for sales teams, technicians, and dealer partners
Support sales activities by demonstrating product features and best installation practices
Maintain comprehensive records of service activities including technician visits, complaints, spare part usage, and product failures
Generate actionable insights and periodic reports to support decision-making by SCM and Product teams
Analyze recurring service issues to identify root causes, failure trends, and systemic gaps
Recommend corrective and preventive actions (CAPA) to enhance product quality and field performance
Ensure timely return of materials and faulty parts to the warehouse following service interventions
Coordinate with field technicians and relevant stakeholders for material collection and dispatch
Track issued and returned materials to maintain accurate inventory records and accountability.

Requirements

What you’ll need

Bachelor's degree in Engineering – Mechanical or Electronics (required)
8 – 12 years of experience in a relevant technical service, after-sales support, or field operations role
Proficient in MS Office Suite; able to read and interpret technical drawings and product manuals
Familiar with CRM or service management tools for complaint tracking
Strong analytical, problem-solving, and attention to detail
Effective communicator across technical and non-technical audiences.
Self-motivated with ability to work independently and lead field technicians.
Customer-first mindset with composure under escalation pressure.

Benefits

Comp & perks

Competitive salary
Flexible working hours
Professional development budget
Home office setup allowance
Global team events