Senior Manager - Service

Key responsibilities for this role include, but are not limited to


* Basic Qualification:
1.Diploma /Degree holder with 8-10 years in troubleshooting in IBMS and Security
products(BMS, ACS, CCTV, FAS, PA, Vesda ,WLD).
2.

Good communication and interpersonal skills.
3.

Experience in IBMS Service/Operation & Team management.
Good Knowledge in computer operation, expert knowledge in Microsoft Office (Word, Excel & PPT).
Good communications skills.
Complete Knowledge about HVAC systems, and IBMS systems, including complete Energy Management systems &
Power Scada.
Understand the basics of Electrical Panels, Power supply, Controllers, Sensors, and actuators.
Data Center management experience will have an added advantages.
Roles & Responsibility-
1.

Complaint management - Handling customer complaints within the agreed SLA and maintaining records :
Troubleshooting in IBMS and Security systems, BMS System.

Necessary follow-ups with stakeholders to close the
complaints.

Maintaining necessary records or reports.
2.

Planning and Ensuring Preventive maintenance visits in coordination with customers to minimize the breakdowns.
3.

Building Customer Relationships:
Interact with customer in regular intervals, understand their needs and address problems / issues within agreed SLA ,
acting as a trusted technical partner to the customer in order to total customer satisfaction.
Ensure to deliver all the service deliverables within the agreed SLA with customers.
Ensure Zero Escalation from the Client side.
4.

Reach objectives in terms of contract retention, billable hours, productivity, process compliance, and margin
5.

Organize and lead frequent meetings with the Team members
focusing on performance metrics, customer satisfaction, profitability and process compliance..
6.

Enhance customer satisfaction by identifying system upgrade opportunities, spot service needs, maintenance
contract additions, and other sales leads, individually and with his/her assigned team.
• Monitor financial performance on a monthly basis and review available to spend versus actuals for different
contracts.

Continuously improve service operational metrics.
Assist in the development and training of other team members
7.

Project Execution & Control:
Closely monitoring and co-ordination with client and vendor for smooth and timely execution of
Service projects.

Maintaining records for Revenue generation.

Cash flow control & management for a healthy DSO.
8.

Generation of leads & presales support for third-party AMC sales and retrofit jobs business.
Training of team members & develop successors with a period od of 2 years.
Ensure that Schneider meets contractual requirements and exceeds customer expectations.
Ensure 100% compliance with HSE & Qual...