Job Summary

The Service Manager - Applied HVAC Chiller is responsible for leading service operations, maintenance programs, troubleshooting activities, and customer support for applied HVAC systems, including centrifugal, screw, scroll, absorption chillers, cooling towers, pumps, and associated controls. The role ensures high customer satisfaction, operational excellence, service revenue growth, and compliance with safety and quality standards.

Key Responsibilities

Service Operations Management

• Lead and manage the service team responsible for installation, commissioning, preventive maintenance, breakdown support, and retrofit projects for HVAC chiller systems.
• Ensure timely resolution of customer complaints and critical equipment outages.
• Monitor service KPIs, response times, and customer service levels.
• Plan and allocate manpower, tools, and resources effectively.

Technical Leadership

• Provide technical expertise for applied HVAC systems, including:
  • Centrifugal Chillers
  • Screw Chillers
  • Air-Cooled Chillers
  • Water-Cooled Chillers
  • Cooling Towers
  • Pumps and Hydronic Systems
  • Building Management Systems (BMS)
  • Chiller Plant Optimization Solutions
• Support root cause analysis for recurring equipment failures.
• Guide field engineers on complex troubleshooting and repair activities.

Customer Relationship Management

• Develop and maintain strong relationships with key customers, consultants, facility managers, and contractors.
• Conduct regular customer reviews and service performance meetings.
• Identify opportunities for service contract renewals, upgrades, retrofits, and modernization projects.

Business Growth & Revenue Management

• Drive annual maintenance contract (AMC) and comprehensive maintenance contract (CMC) renewals.
• Achieve service revenue and profitability targets.
• Identify cross-selling and upselling opportunities within the customer base.
• Support sales teams during technical discussions and service-related proposals.

Team Management

• Recruit, train, mentor, and develop service engineers and technicians.
• Conduct performance evaluations and skill development programs.
• Foster a culture of accountability, safety, and continuous improvement.

Safety & Compliance

• Ensure adherence to EHS standards and company safety policies.
• Conduct periodic safety audits and toolbox talks.
• Maintain compliance with local regulations, HVAC industry standards, and quality management systems.

Reporting & Documentation

• Monitor service reports, maintenance records, and customer documentation.
• Track service KPIs such as:
  • First-time fix rate
  • Mean Time to Repair (MTTR)
  • Customer Satisfaction Score (CSAT)
  • Contract Renewal Rate
  • Service Revenue Achievement
• Prepare monthly operational and financial performance reports.

Required Qualifications

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, HVAC Engineering, or related field.
• MBA is an added advantage.

Experience

• 8-15 years of experience in HVAC service operations.
• Minimum 3-5 years of experience in managing applied HVAC/chiller service teams.
• Experience with leading HVAC manufacturers such as Carrier, Trane, Johnson Controls, Daikin, York, Mitsubishi Electric, or equivalent is preferred.