About the role
- Lead and manage the service team responsible for installation, commissioning, preventive maintenance, breakdown support, and retrofit projects for HVAC chiller systems.
- Ensure timely resolution of customer complaints and critical equipment outages.
- Monitor service KPIs, response times, and customer service levels.
- Plan and allocate manpower, tools, and resources effectively.
- Provide technical expertise for applied HVAC systems, including:
- Centrifugal Chillers
- Screw Chillers
- Air-Cooled Chillers
- Water-Cooled Chillers
- Cooling Towers
- Pumps and Hydronic Systems
- Building Management Systems (BMS)
- Chiller Plant Optimization Solutions
- Support root cause analysis for recurring equipment failures.
- Guide field engineers on complex troubleshooting and repair activities.
- Develop and maintain strong relationships with key customers, consultants, facility managers, and contractors.
- Conduct regular customer reviews and service performance meetings.
- Identify opportunities for service contract renewals, upgrades, retrofits, and modernization projects.
- Drive annual maintenance contract (AMC) and comprehensive maintenance contract (CMC) renewals.
- Achieve service revenue and profitability targets.
- Identify cross-selling and upselling opportunities within the customer base.
- Support sales teams during technical discussions and service-related proposals.
- Recruit, train, mentor, and develop service engineers and technicians.
- Conduct performance evaluations and skill development programs.
- Foster a culture of accountability, safety, and continuous improvement.
- Ensure adherence to EHS standards and company safety policies.
- Conduct periodic safety audits and toolbox talks.
- Maintain compliance with local regulations, HVAC industry standards, and quality management systems.
- Monitor service reports, maintenance records, and customer documentation.
- Track service KPIs such as:
- First-time fix rate
- Mean Time to Repair (MTTR)
- Customer Satisfaction Score (CSAT)
- Contract Renewal Rate
- Service Revenue Achievement
- Prepare monthly operational and financial performance reports.
- Bachelor's Degree in Mechanical Engineering, Electrical Engineering, HVAC Engineering, or related field.
- MBA is an added advantage.
- 8-15 years of experience in HVAC service operations.
- Minimum 3-5 years of experience in managing applied HVAC/chiller service teams.
- Experience with leading HVAC manufacturers such as Carrier, Trane, Johnson Controls, Daikin, York, Mitsubishi Electric, or equivalent is preferred.