Dy. General Manager, VRF Projects

Role:  Service Delivery Manager – PAN India

Location: Gurgaon, India

Full/ Part-time: Full time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

The Service Delivery Manager – PAN India Operations is responsible for end‑to‑end service delivery across the country, ensuring excellence in customer experience, operational efficiency, and service network performance. This role involves leading customer care operations, coordinating with factory and backend teams, building strong Channel networks, and developing technical capabilities within the field workforce

Key Responsibilities:

• Lead and manage nationwide service delivery operations ensuring high-quality customer experience.

• Oversee Customer Care Centre operations including call handling, escalations, and complaint resolution.

• Monitor SLA adherence, TAT performance, and continuous improvement in customer satisfaction.

• Implement standardized processes and tools across all service touchpointsParticipate in Quarterly Review Boards (QRB) and provide field insights, performance data, and improvement opportunities.

• Facilitate technical support, product issue analysis, and case resolutions between factory and field teams.

• Ensure feedback loops are strong for product quality improvements

• Drive improvement initiatives to enhance backend operational speed, accuracy, and efficiency.

• Implement automation, digital tools, and governance standards to fast‑track service responses.

• Design and implement training programs for field technicians, service partners, and internal teams.

• Collaborate with technical trainers and product teams to build strong competency frameworks.

• Conduct periodic skill assessments, certifications, and refresher programs.Bachelor’s Degree in Engineering (Mechanical / Electrical / Electronics) preferred; MBA desirable.

• 8–15 years of experience in service delivery, customer support, or after‑sales operations.

• Experience in managing PAN India service networks and multi-location teams.

• Strong understanding of retail service delivery models and field operations.

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Make yourself a priority with flexible schedules, parental leave

• Drive forward your career through professional development opportunities

• Achieve your personal goals with our Employee Assistance Programme

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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