Service Engineer(HVAC)

SERVICE ENGINEER

The Service Engineer (Warranty, AMC & Reactive Services) will be responsible for managing delivering annual
maintenance contracts (AMCs) and handle complaints to ensure customer satisfaction and operational efficiency.
This role ensures that all AMC visits and complaints are handelled timely and effectively, maintaining high
standards of service excellence. The role will have ownership to satisfy the customer by providing on-time service
and renewing the AMC. The role will contribute in identifying new AMC & retrofit (typically small) opportunities
along with takeover from project closure for warranty services with assigned accounts and territories. This role will
report to the Services Lead.

PURPOSE OF THE ROLE
Preparing and submitting accurate service reports on time.
Preparing monthly calendars for AMC visits to customers, engineer-wise.
Ensure ontime warranty & service execution (preventive & breakdown maintenance)
Ensure ontime response and resolutions as per SLA's
Supporting customers through technical and administrative activities. Ensure requisite documentation
Understanding customer needs and concerns. (????)
Providing technical direction to the team.
Managing and executing AMC renewals.
Service takeover (Project) & provide warranty services as per the business strategy
Warranty to AMC conversions
Achieving high customer satisfaction (C-Sat) through testimonials and good reference letters.
Developing the skills of junior team members.
Participating in training on new updates and technologies.
Ensuring adherence to site, safety, and statutory compliances.

ROLE ELEMENTS
On time Response Customer
Good releason ship with customers and subortnators
Submitting invoices on time and following up for payment.
Timely collection of payments and managing cash flow for AMCs.
Participate in continous improvement activities with a focus on improvements in warranty, service execution
Training and coaching SEs, PEs, and technicians to enhance their skills
Self development
Execution orientation (Service execution on time)
Organized
Problem Solving

Key Capabilities
Effective Communication
Interpersonal / intrapersonal (Influencing, persuation), co-ordination, networking
HVAC system technical and problem solving knowledge
Customer Centric - Quick time response
Urge towards conntinously improving Service Excellence
Learnability

Knowledge / attitude / behavious
Service lifecycle understanding - service planning & scheduling
Tech skills for problem solvings/ compliant resolution
Technician handling
UPSPL culture
Work ethics
Enviornmental factors

Location/ Travel
Location / Travel flexibility