Senior Field Services Manager

As a senior field services manager, you will play a pivotal role in driving business success by managing key accounts and delivering exceptional service. You will ensure that operations align with customer expectations, contributing to revenue growth, customer satisfaction, and overall business performance.

This position will report directly to the service operations leader and will be based out of our Gurgaon location.

In this role, you will impact the company by overseeing standardized operations and services, ensuring SLA compliance, supporting revenue growth, and playing a crucial part in the company's financial success.

• Manage Key Accounts: Oversee 2-3 key accounts, serving as the primary point of contact for customers. Foster strong relationships with key stakeholders across customer sites and locations.
• Customer-Centric Solutions: Understand customer business needs and provide tailored, systematized solutions to ensure satisfaction and operational efficiency across customer sites.
• Financial Oversight: Address financial challenges and create business cases for operational improvements, ensuring financial performance aligns with customer needs and goals.

• Operational Leadership: Collaborate with regional business leaders and field teams to oversee the installation, maintenance, and repair of building automation systems at customer sites.
• Performance Monitoring: Monitor and analyze performance metrics to identify areas for operational improvement, creating Root Cause Analyses (RCAs) for critical issues and developing Standard Operating Procedures (SOPs) for onsite operations.
• Customer Satisfaction: Ensure a high level of customer satisfaction through effective communication, timely problem resolution, and proactive service delivery.

• Service Delivery Execution: Lead the execution of internal and external Management Operating System (MOS) related to services delivery, system performance, and improvement actions.
• New Business Opportunities: Identify new business opportunities within existing accounts, collaborating with cross-functional teams (Sales, KAM, Regional Operations) to deliver value-added solutions.
• Product Upsell: Drive the introduction of New Product Introductions (NPIs), Building Technology Integrations (BTI), and Digital Solutions to enhance serviceability and customer satisfaction.

• Experience: Minimum of 15 years of experience in the field of service or a related technical role.
• Leadership Skills: Strong leadership and interpersonal skills, with the ability to manage multiple accounts and collaborate effectively with teams across various functions.
• Business Acumen: Solid understanding of market dynamics, customer needs, and the ability to manage accounts while ensuring business growth.
• Customer-Focused Mindset: Passion for delivering exceptional customer service, with the ability to prioritize tasks effectively and handle multiple responsibilities.
• Technical Expertise: Excellent technical knowledge of building automation systems, with strong problem-solving and decision-making abilities.
• Communication Skills: Excellent communication and customer service skills to ensure smooth interactions with both internal and external stakeholders.

• Education: Bachelor's degree in Engineering or a related technical field.
• Industry Experience: Previous experience in the building automation industry or a similar technical domain.
• Certifications: Relevant technical certifications related to building systems, automation, or other relevant fields.
• Regulatory Knowledge: Understanding of industry regulations and standards.
• Continuous Learning: Commitment to staying updated with industry advancements and embracing continuous learning for personal and professional growth.