National Service Manager
4 days ago
Job scope and team:
Lead business development through a customer-centric, sales-driven approach to service leadership, managing a team of service engineers and sales professionals to ensure exceptional service delivery and support for clients across India and neighboring countries.
Play a pivotal role in driving customer satisfaction, growing service revenue, and ensuring compliance with regional and global standards. Foster team collaboration, adaptability, and strong cross-cultural communication skills essential for this role.
Achieve service revenue targets by designing and offering service maintenance support, including parts, to ensure long-term equipment performance, while expanding value-adding services and the service product portfolio.
A key initial task will be to review and develop a refreshed, sales-focused Go-to-Market strategy for service, emphasizing business growth through service deliverables.
Main areas of responsibility:
Ensure consistent service quality and adherence to standards.
Lead and manage a team of field service engineers, providing guidance, support and training.
Lead from the front on escalated customer issues and complex enquiries.
Set team performance goals and provide feedback to team members.
Continuously review and optimize customer support processes.
Analyze data to identify trends and growth opportunities.
Manage scheduling, work assignments, and coverage for the team.
- Ensure safety during execution and compliance with company standards, industry regulations, and safety protocols.
- Develop and deliver knowledge to the team.
- Bring on board and arrange support from key cross functional stakeholders
Lead and develop the service team towards achieving business objectives through professional planning and management.
Ensure transparent and open communication, collaboration within the rest of the cross functional teams.
Most relevant qualifications, education, and training:
Engineering graduation from a reputable institute or equivalent.
Strong mechanical and electrical understanding related to HVAC systems
Professional education in service management and leadership, including project scheduling
Most relevant previous work experience:
At least ten (10) years of proven service & sales experience followed by at least 5 years of service team management experience at All India level.
Having led and managed teams of around 50 plus of field service engineers and staff members, spread across the geography.
Proven performance in a highly active and competitive marketplace providing much needed edge for sales.
Experience from HVAC industry preferred.
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