Job Title: Deputy Service Manager
Reporting to: AGM- Projects
Experience: 3-4 Years Field Experience: Water & Wastewater treatment industry/relevant industry
Job Location: Ahmedabad/Gujarat
Educational Qualification: BE/B.Tech/M.Tech/Environmental Engineer/ Chemical Engineer
The Deputy Service Manager is responsible for the successful handling of Operations and Maintenance (O&M) projects, ensuring the timely resolution of complaints, troubleshooting and training of operators. The role requires proactive communication with clients, continuous improvement of existing processes and ensuring the smooth execution of both preventive and breakdown maintenance tasks at various field locations.
Key Responsibilities:
Handling O&M Projects:
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Manage and oversee the operations and maintenance (O&M) projects, ensuring all aspects of service delivery are met efficiently and in line with customer requirements.
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Coordinate with internal teams to ensure timely execution of O&M tasks across all field sites.
Complaint Management and Downtime Resolution:
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Respond to client complaints and service issues in a timely and efficient manner, minimising downtime and ensuring quick resolution.
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Ensure that all complaints are logged, tracked and addressed within the defined service level agreements (SLAs).
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Analyse recurring issues or complaints and work towards identifying root causes.
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Implement corrective actions and preventive measures to reduce the recurrence of the same complaints and improve overall service performance.
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Absolute precision in monitoring downtime and response time strictly as per guidance.
Operator Troubleshooting and Training:
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Perform troubleshooting activities to resolve technical issues faced by operators.
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Provide hands-on training to operators on the proper operation, maintenance and troubleshooting of equipment and systems, ensuring that they are well-equipped to handle day-to-day challenges.
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Evaluate Operator’s Performance, prepare their Job Descriptions (Level Wise), and communicate with them.
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Increasing Operator’s Efficiency to ensure maximum Productivity.
Client Communication and Feedback:
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Maintain open and effective communication with clients to understand their concerns, provide updates, and gather feedback on service quality.
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Use client feedback to improve service delivery, ensuring high levels of customer satisfaction.
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Relationship Building with each client to retain them & aim for long-term contracts.
Preventive and Breakdown Maintenance:
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Oversee and ensure proper execution of preventive maintenance tasks according to the maintenance schedule.
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Effectively manage breakdown maintenance, ensuring that issues are addressed quickly to minimise operational downtime.
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Delivering in and out of warranty obligations.
Record Keeping:
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Maintain accurate records of all preventive maintenance work conducted, ensuring detailed logs are updated regularly.
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Document the work performed during breakdown maintenance and keep track of any modifications or repairs made.
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Gross Margin Analysis for each site monthly, track profitability & take necessary action to augment it.
Manpower Handling:
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Oversee and manage the field service team, ensuring adequate manpower allocation for service tasks.
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Provide guidance and direction to field operators, ensuring they adhere to safety standards and operational protocols.
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Ensure proper deployment of manpower to meet site-specific requirements and customer needs.
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Ensure that the Compliances are followed at all levels.
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Ensure that there is optimum job satisfaction at the Operators’ level.
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Team and people management.
Handling O&M Projects:
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Self-Knowledge upgradation on Industrial effluent & large capacity STPs
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Act as a helping hand to the O&M Sales Team on the technicalities of Small, Medium & Large Size Plants.
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Push Existing contracts to convert into Fully Automatic STPs to reduce Manpower requirements.
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Maintain Statistical analysis on upcoming projects under commissioning & tap them for expanding O&M Business.
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Importantly, maximise the use of Software to reduce manual work.
Skills and Qualifications:
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In-depth knowledge of preventive and breakdown maintenance processes.
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Strong understanding of electrical systems, components, and safety standards.
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Experience in managing field teams and coordinating manpower for service delivery.
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Ability to handle multiple tasks, work independently, and manage time effectively.
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Willingness to travel to field sites
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Must be available to address urgent issues and complaints during service hours and outside of regular office hours, as needed.
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May require working in diverse environmental conditions and at remote locations
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Problem-Solving Skills.
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Ethical & Confidential Approach.
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Good Communication Skills.
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Efficient decision-making skills.
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Should be a Go Getter & have a Pro Active Approach.
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Continuous Training to Team.
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Identify Skills & upgrade Team Member’s efficiency.
