Operations Manager

• Key Responsibilities

OVERSEE THE TECHNICIANS WHO ARE WORKING ON FIELD

VERIFY REPORTS

PLAN THE VISITS AND COMPLAINTS

HANDLE THE CUSTOMER ISSUES

• SOFTWARE ENTRY OF DATA
• Service Coordination & Scheduling Receive service requests, complaints, and maintenance calls from clients
• Schedule service visits and allocate technicians based on skills and availability
• Coordinate preventive maintenance (AMC/CMC) schedules
• Monitor service progress and ensure timely completion
• Technical & Service Support Coordinate installation, troubleshooting, repair, and maintenance of:
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• CCTV systems
• Fire Alarm & Fire Fighting systems
• Access Control & Time Attendance systems
• Intrusion/Burglar Alarm systems
• Assist technicians with documentation, drawings, and service history
• Ensure compliance with safety standards and statutory regulations
• Customer Communication Act as the main point of contact for clients regarding service activities
• Update customers on service status, delays, and resolutions
• Handle customer complaints professionally and ensure satisfactory closure
• Documentation & Reporting Maintain service logs, job cards, and maintenance records
• Prepare service reports, attendance reports, and SLA compliance reports
• Track warranty, AMC, and spare parts usage
• Coordinate billing and service completion confirmations
• Inventory & Spare Parts Coordination Coordinate with stores/procurement for spare parts and tools
• Track usage of materials and ensure availability for service jobs
• Internal Coordination Liaise with sales, projects, and accounts teams for service-related matters
• Support project handover from installation to service teams
• Skills & Competencies
• Knowledge of CCTV and Fire Alarm Systems (conventional & addressable)
• Strong coordination and scheduling skills
• Good communication and customer handling skills
• Basic understanding of networking and electrical systems
• Proficiency in MS Excel, Word, and service management software
• Ability to multitask and work under pressure
• Qualifications & Experience
• Diploma or Bachelor’s degree in Electronics, Electrical, or related field
• 2–5 years of experience in security systems service coordination (preferred)
• Experience with AMC/CMC management is an advantage
• Preferred Attributes
• Strong organizational skills
• Attention to detail
• Problem-solving mindset
• Team player with a proactive attitude