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