Service & Account Management
- Manage end-to-end service delivery for assigned HVAC service accounts, including Warranty services, Annual Maintenance Contract SLA adherence, Operations and Maintenance along with break-fix contracts.
- Act as the key point of contact for Data Centre customers in the region, ensuring timely resolution of service issues and escalations.
- Build and maintain long-term customer relationships to enhance retention and repeat business.
- Ensure compliance with service level agreements (SLAs) and contractual obligations.
Operational Excellence
- Plan and oversee preventive and corrective maintenance activities for HVAC systems (Chillers, VRF/VRV, AHUs, PACs, DX units, Cooling Towers, BMS interfaces, etc.).
- Ensure optimal uptime, system performance, and energy efficiency of HVAC installations.
- Coordinate with internal teams including service engineers, service sales engineers, Tech support / Global Engineering / Factory teams, subcontractors and supply chain.
- Implement best practices in safety, quality, and statutory compliance.
Financial & Commercial Management
- Own P&L responsibility for assigned service accounts.
- Monitor service revenue, cost controls, margins, and billing cycles.
- Support renewals, upselling, cross-selling of service contracts, retrofits, and upgrades.
- Prepare and track budgets, forecasts, and MIS reports.
Team Leadership
- Lead, mentor, and develop a team of service engineers and supervisors.
- Ensure proper manpower planning, training, performance reviews, and skill enhancement.
- Drive a culture of accountability, customer focus, and continuous improvement.
Customer Satisfaction & Growth
- Conduct periodic service reviews and performance meetings with customers.
- Identify opportunities for improvement, modernization, and value-added services.
- Handle customer audits, technical discussions, and high-level negotiations when required.
Desired Candidate Profile
Education
- Bachelor’s Degree in Mechanical / Electrical Engineering (mandatory)
- MBA or Postgraduate qualification in Operations or Management (preferred)
Experience
- 9–15 years of experience in HVAC service operations and account management
- Proven experience handling large service contracts, key accounts, and multi-site operations
- Strong exposure to commercial buildings, IT parks, hospitals, malls, Data Centre HVAC systems
Technical Skills
- Strong knowledge of HVAC systems, controls, and service lifecycle
- Understanding of AMC/O&M contract structures and SLA management
- Familiarity with safety standards, statutory norms, and quality systems
Behavioral & Leadership Skills
- Strong customer-facing and communication skills
- Excellent problem-solving and decision-making ability
- Commercial acumen and financial understanding
- Ability to lead cross-functional teams and manage multiple priorities
Key Competencies
- Customer Relationship Management
- Service Delivery Excellence
- Financial & P&L Management
- Team Leadership & Development
- Contract & SLA Management
