Sales & Service Manager
Cool & Care
Total years of experience :16 years, 1 Months
• Lead and manage the sales and service department.
• Provide direction and guidance to the sales team and service technicians.
• Develop and implement comprehensive sales plans.
• Oversee service operations to ensure timely response to customer inquiries, efficient service delivery, and resolution of technical issues.
• Build and maintain strong relationships with key customers, suppliers, and industry stakeholders.
• Act as a liaison between the company and external stakeholders.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Represent the company at industry events, trade shows, and conferences to promote products and services.
• Act as a brand ambassador and advocate for the company's values, mission, and objectives in all interactions with customers and stakeholders.
• Manage HVAC maintenance and service technicians.
• Create Service and Maintenance schedules.
• Dispatch service orders to technicians.
• Conduct site survey ahead of fitting heating, ventilation or air conditioning systems.
• Plan the placement of pipework, ducts and control panels.
• Organize project site works.
• Monitor site activities to ensure quality of work is in compliance with approved shop drawing and Specifications.
• Get daily progress report from site supervisor and update to project Manager.
• Provide guidance to installation team and ensure company compliance and regulatory standards are being maintained.
• Provide regular technical support and advice to technicians.
• Perform quality checks to ensure systems are working efficiently and safely.
• Responsible for commissioning and startup of projects.
• Carry out maintenance on HVAC systems.
• Manage and maintain the project plan, and other key project documents.
• Prepare quotations for recommended work.
• Order and track materials required for installation work and scheduled Maintenance.
• Ensure the HVAC Units, Ducts, fittings, accessories, pipes, are available prior to installation.
• Follow up service receivables and prepare plans for collecting the invoices.
• Negotiate contracts and offers with customers.
• Prepare new maintenance agreements.
• Ensure compliance with Occupational Health and Safety Rules.
• Manage branch Service Operations, Call Center, Spare Parts, Fleet and Workshop.
• Supervise the maintenance technicians to ensure their commitment to policies and work procedures.
• Oversee Spare Parts & equipment stock and place orders for new supplies when in need.
• Welcome customers and discuss the required service to maintain a Customer Satisfaction Index of at least 99%.
• Assist customers with the best choice that suits their needs, in case of appliance replacement.
• Solve any problem related to customers and reply to customer inquiries through phone call or direct contact.
• Dispatch service orders to technicians on SAP system.
• Follow-up orders completion and implementation on time, and reasons for uncompleted orders.
• Ensure the achievement of all Key Performance Indicators (KPIs) to evaluate the service technicians.
• Ensure all technicians adhere to safety rules and procedures.
• Supervise the face-to-face maintenance activities for carry-in appliances.
• Ensure vehicles are properly maintained and in an excellent condition.
• Follow-up with merchandisers and supply them with stock needed and solve any problem related to the brand if occurs.
• Investigate customer’s complaints and find solution.
• Reply to mails within the same day.
• Follow-up with top management to ensure the optimum target achievement of the branch.
• Manage all branch activities related to installation, maintenance & repair operations, financial & auditing dep. & customer delight.
• Monitor the work flow in the workshop and oversee spare parts stock.
• Supervise all branch administrators and technicians to ensure timely achievement of scheduled orders & tasks.
• Organize workload among employees to ensure high performance.
• Assist with scheduling appointments and dispatching service orders to technicians.
• Provide support to all branch employees & develop solutions for any issue that may arise.
• Contact merchandisers on monthly basis to check on the achievement of monthly sales plan, supply them with spare parts needed and solve any problem they face with our customers.
• Reply to mails & faxes within the same day.
• Ensure that all office facilities are well maintained.
• Find ways to reduce cost without affecting customer satisfaction.
• Attend monthly meeting with the upper management to discuss work challenges and strategies.
· Manage and supervise service center consists of 40 technicians and 6 administrators.
· Manage the work flow of all service operations (installation, maintenance & repair), as well as managing all operations staff, budgets, formulating business gross plan, sales strategy and establishing policies and procedures.
· Day to day management of the team ensuring they are on track of achieving their KPI’s.
· Negotiating contracts and offers with customers.
· Building strategic relationships with customers, contractors & consultants.
· Organizing factory visits for VIP customers, consultants & contractors.
· Review re-installation quotations and maintenance contracts terms.
· Contact dealers and distributers on daily basis as an important part of my daily work to ensure the supply of their needs of spare parts and units.
· Conduct weekly visits to the dealers and distributers to sustain the good relation with them throughout the FTF visits, as well as keep them satisfied by checking their needs.
· Monitor the implementation of EH&S regulations in workplace and circulate them to technicians and ensure they apply them on site.
· Receive reports from departments supervisors and discuss them.
· Monitor the technician’s tools and cars condition.
· Achieve service center year plan.
· Achieve high operating profit yearly.
· Reply to mails & faxes.
· Solve any problem related to service center as a whole.
· Achieve a customer satisfaction level of at least 98% of the yearly service claims.
· Achieve service sales budget.
· Advice customers with the suitable air condition device cooling capacity required for the desired area.
· Maintain a Customer Satisfaction Index of at least 99%.
· Prepare monthly reports (3rd day after closing).
· Follow up reports on offers.
· Bounce cheques and promising notes reports.
· Achieve outdoor sales.
· Prepare market survey for different offers.
· Conduct constant site visits and supervisions for commercial projects to ensure units are installed according to design concept and specifications.
· Reply to faxes, mails and memos within a maximum of 48 hours.
· Supervise a team of 10 technicians.
· Increase the number of maintenance contracts either by direct meeting with customer or by phone calls.
· Follow up service receivables and prepare plans for collecting the invoices.
· Solve any problem related to customer satisfaction.