About the role
- Manage end-to-end service delivery for applied HVAC chiller equipment.
- Oversee planned preventive maintenance (PPM), breakdown service, troubleshooting, repairs, retrofits, and modernization projects.
- Ensure timely response and resolution of customer service requests and complaints.
- Monitor service KPIs including response time, first-time fix rate, uptime, contract renewals, and customer satisfaction.
- Drive operational efficiency and continuous improvement initiatives.
- Lead, coach, develop, and motivate a team of service engineers, supervisors, and technicians.
- Conduct performance reviews, talent development discussions, and succession planning.
- Ensure adequate workforce planning, resource allocation, and technician utilization.
- Foster a high-performance culture focused on safety, quality, and customer excellence.
- Support recruitment, onboarding, and technical training activities.
- Act as the primary escalation point for key customers.
- Build strong relationships with facility managers, consultants, contractors, and end users.
- Conduct regular customer reviews and identify opportunities for service improvements.
- Ensure high customer retention and contract renewal rates.
- Manage service P&L for the assigned territory/business.
- Drive service revenue growth through AMC/CMC contracts, repairs, upgrades, retrofit opportunities, and parts sales.
- Monitor costs, productivity, profitability, and budget adherence.
- Forecast manpower, revenue, and operational requirements.
- Provide technical guidance on centrifugal, screw, and air-cooled/water-cooled chillers.
- Support complex troubleshooting and root-cause analysis.
- Ensure compliance with OEM standards and engineering best practices.
- Maintain expertise in HVAC controls, BMS integration, VFDs, refrigeration systems, and energy optimization.
- Promote a zero-incident safety culture.
- Ensure compliance with EH&S, local regulations, and company policies.
- Conduct regular safety audits, toolbox talks, and risk assessments.
- Ensure proper documentation and service reporting.
- Bachelor's Degree or Diploma in Mechanical Engineering, Electrical Engineering, Refrigeration & Air Conditioning, or related field.
- 10–15 years of experience in HVAC service operations.
- Minimum 3–5 years of people management experience leading field service teams.
- Strong experience in applied HVAC systems, especially centrifugal and screw chillers.
- Experience managing service contracts and customer-facing operations.
- Applied HVAC systems
- Centrifugal Chillers
- Screw Chillers
- Air-Cooled and Water-Cooled Chillers
- Chiller Controls & Automation
- Building Management Systems (BMS)
- Variable Frequency Drives (VFD)
- Refrigeration Cycle Diagnostics
- Energy Efficiency Solutions
- Root Cause Analysis
- Team Leadership
- Performance Management
- Coaching & Mentoring
- Conflict Resolution
- Stakeholder Management
- Customer Relationship Management
- Business Acumen
- Strategic Planning
- Service Revenue Achievement
- Contract Renewal Rate
- Customer Satisfaction Score (CSAT)
- Technician Utilization
- First-Time Fix Rate
- Response & Resolution Time
- Safety Compliance Metrics
- Employee Engagement & Retention
- Margin and Profitability Targets
- Customer-centric mindset
- Strong communication and presentation skills
- Decision-making and problem-solving ability
- Results-oriented leadership
- Commercial acumen
- Ability to manage multiple priorities in a fast-paced service environment
- Strong collaboration and cross-functional leadership skills