Service Engineer

7 days ago

Mumbai, India ACME - MEP Full time

Service Manager/Engineer - HVAC (VRV, VRF)


Job Description:

As the Service Manager/Engineer in HVAC (VRV, VRF) Services, you will be responsible for overseeing the customer service operations within your designated zone. Your primary focus will be on ensuring the highest levels of customer satisfaction by managing service delivery, resolving issues, and driving continuous improvement initiatives. You will work closely with internal teams, service technicians, and external stakeholders to uphold service standards, meet KPIs, and drive business growth.


Key Responsibilities:

Customer Service Management:

• Lead and supervise the customer service team within your designated zone, ensuring adherence to service standards and protocols.

• Establish and maintain effective communication channels with customers to address inquiries, concerns, and feedback promptly.

• Monitor service performance metrics, analyze trends, and implement corrective actions to enhance service quality and customer satisfaction.

Technical Support and Issue Resolution:

• Provide technical expertise and guidance to resolve complex service issues related to HVAC projects, ensuring timely resolution and minimal disruption to customers.

• Coordinate with service technicians, engineers, and third-party vendors to expedite problem resolution and ensure service delivery meets contractual obligations.

• Conduct root cause analysis of recurring issues and implement preventive measures to minimize future service interruptions.

Team Leadership and Development:

• Recruit, train, and develop a high-performing customer service team & coordinators, fostering a culture of accountability, collaboration, and continuous improvement.

• Conduct regular performance reviews, provide feedback, and support career development initiatives to enhance the skills and competencies of team members.

• Foster a positive work environment that promotes employee engagement, motivation, and retention.

Contract Management and Compliance:

• Collaborate with the sales and contracts teams to ensure alignment between customer expectations and service deliverables outlined in contractual agreements.

• Monitor contract performance, track service obligations, and ensure compliance with contractual terms and service level agreements (SLAs).

• Work closely with legal and compliance teams to address contract-related issues, mitigate risks, and resolve disputes in a timely manner.

Continuous Improvement and Innovation:

• Identify opportunities for process improvements, automation, and innovation to optimize service delivery efficiency and effectiveness.

• Implement best practices, standard operating procedures (SOPs), and quality assurance measures to standardize service delivery across the zone.

• Stay abreast of industry trends, emerging technologies, and customer preferences to anticipate future service needs and proactively address them.


Qualifications and Skills:

• Bachelor's degree/diploma in Mechanical Engineering, ITI in Air conditioning or related field.

• Proven experience (4+ years) in customer service management, preferably in the HVAC industry or related field.

• Strong technical knowledge of HVAC systems, equipment, and maintenance practices.

• Excellent leadership and people management skills, with the ability to inspire and motivate teams to achieve performance targets.

• Exceptional communication, negotiation, and conflict resolution skills.

• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.

• Proficiency in CRM software, Microsoft Office Suite, and other relevant business tools.

• Willingness to travel within the designated zone and occasionally nationally, as required.

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