Customer Service Manager - HVAC

Country:

Location:

Role Responsibilities:

• Coordinates, prioritizes, and resolves issues encountered by Singapore team on all system design and controls.

• Optimizes the usage of manpower, standard time, equipment, and energy of team.

• Escalates key issues that will impact the business.

• Manages team according to established programs and objectives.

• Quality Issue Management

• Contacts customers, collects feedback, and establishes and maintains good relationship with customers.

• Responds to customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.

• Forecast, monitor and document financial performance against plan

• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements

• Manage end-end service delivery processes from renewals of contracts to service delivery and account receivable (for renewals, captured, conversion contracts) with aid of systems such as SalesForce, Smax, SAP

• Manage a team of service technicians direct reports, and a few in-house subcontractors

• Engage in end-end process with subcontractors, from quotations comparison to site deliverables to invoice

• Drive EH&S initiatives, create EHS awareness and monitor compliance

• Ensure adoption of tools by team in daily operations such as SalesForce, ServiceMax, SAP, Digital, Tech Quoting, SA renewal bot

• Responsible for KPIs such as productivity, field expenses, SA/SR revenue, renewal/capture/conversion rate, contract margins, PM completion%, connected assets targets at branch-level

Role Purpose:

• Supervises Field Service Technicians, managing day-to-day priorities, solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Minimum Requirements:

• Diploma/Degree in Mechanical Engineering preferred.

• Experienced in HVAC/manufacturing industry is an advantage.

• Experienced in managing a team is a must.

• Pleasant personality, good attitude and good communication.

• Good stakeholder management skill.

• Familiar with SAP and Saleforce system is an advantage.

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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