Technical Service Manager

1 day ago

Mumbai, Maharashtra, India ACME - MEP Full time

About the Role:

At ACME - MEP, we are seeking an exceptional Technical Service Manager to join our team. This is a unique opportunity for a skilled professional to lead and manage customer service operations within a designated zone.

Job Responsibilities:

We are looking for a highly motivated individual with strong technical knowledge of HVAC systems, equipment, and maintenance practices. As a Technical Service Manager, you will be responsible for overseeing customer service delivery, resolving complex issues, and driving continuous improvement initiatives.

Your Key Responsibilities Will Include:

  • Customer Service Management: Lead and supervise the customer service team, 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.

What We Offer:

The estimated salary for this role is $80,000 per annum, depending on experience. You will have the opportunity to work with a talented team, drive business growth, and make a significant impact on customer satisfaction.

Requirements:

  • 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

About Us:

ACME - MEP is a leading provider of MEP services. Our team is dedicated to delivering exceptional service and supporting our customers' needs.

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