Customer Service Manager - HVAC

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.

• 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
• 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

Requirements:

• Experienced in HVAC/manufacturing industry is an advantage
• Experienced in managing a team is a must
• Pleasant personality, good attitude and good communication
• Familiar with SAP and Salesforce system is an advantage