Senior Manager - Services
M/s. AdvantEdge Technologies Pvt Ltd
مجموع سنوات الخبرة :13 years, 0 أشهر
• Job roles & responsibilities.
• Lead and manage a team of key account managers, senior engineers, presales engineers, service engineers, project engineers and technicians.
• Lead and manage entire service department, including recruitment, training, AMC renewals and performance management of service department staff.
• Successfully increased revenue by 30% through effective service business strategies.
• Developed and implemented service delivery optimization initiatives, resulting in a 20% reduction in response times.
• Built and maintained strong client relationships, leading to repeat business, referrals, renewal of service contracts and upselling opportunities.
• Managed a cross functional team to ensure service goals and customer satisfaction is achieved.
• Monitor service performance metrics, such as response time, resolution time, customer feedback & implemented improvements as needed.
• Conduct regular performance reviews, coaching and mentoring of service team members to promote professional growth and development.
• Act as the primary point of contact for escalated service issues, resolving conflicts and ensuring customer satisfaction.
• Proficiency in using service management software and tools (CRM).
• Proficiency in analysing service data and implement improvement strategies. Participate in industry events and trade shows to enhance our market presence and network with potential clients.
• Customer-focused mindset with a track record of building lasting client relationships.
• Contribute for ISO 9001 & ISO 45001 certification of company.
• Systems handled : Gas detection system, Fire alarm system, Fire suppression system, Very Early Smoke Detection and Aspirator system (VESDA), Water leak detection & Public addressing system.
• Job roles & responsibilities.
• Manage entire service team of 14 service engineers, one team leader and one branch co-ordinator.
• Generating revenue through selling of Annual maintenance contract, spares parts and extension projects.
• Manage, lead, plan, supervise and execute all stages of building automation projects.
• Increase business revenue by assessing existing client’s onsite system to determine feasibility for upgradation with new system.
• Renewal and final negotiation of Annual Maintenance Contract (AMC) and ensure retention of clients for every year AMC renewals.
• Managing escalation of service calls, closely follow up on service tickets and ensure timely updates in CRM software. Review open pending tickets report and take necessary action for faster response and resolution. Escalate technical issue internally and externally for quick and timely resolution.
• Planning, scheduling and executing preventive maintenance.
• Conduct performance evaluation of team members in conjunction with senior management.
• Develop & execute training modules for field service engineers.
• Regularly visiting our clients to develop and maintain healthy business relationship.
• Systems handled : Gas detection system, Fire alarm system, Fire suppression system, Very Early Smoke Detection and Aspirator system (VESDA), Water leak detection & Public addressing system.
• Job roles & responsibilities.
• Managed a team of 13 service engineers and one service coordinators at nation wide PAN India level.
• Grew service business and generate revenue through selling AMC, spare parts, chargeable breakdown visit, upgradation of old system, etc.
• Work closely with engineering teams to ensure that the product is built according to specifications and delivered on time.
• Schedule and coordinate service activities between customers and field service team, to provide the highest level of service and in compliance with contracted terms & conditions of company.
• Plan & execute preventive maintenance visits, AMC visits for existing AMC contracts & to add new clients into AMC.
• Build-up relationship with key accounts customer by visiting them for critical issues & collecting their feedback.
• On time payment collection against spares & service charges as per agreed payment terms.
• Interviewed & hired engineers, co-ordinator and sub-contractors.
• Competency analysis of teammates, plan for their training accordingly & recommended promotions for deserving candidates.
• Implemented cost control strategies to control and optimize overall operational cost to effectively and efficiently operate the department.
• Escalated technical & operational issues to top management team and proactively participated to resolve those issues.
• Systems handled : Oil & gas field instrumentation system used for gas detection like fixed gas detection system, single & multi channel system, Portable single gas detection system, Portable multi gas detection system and Gas analyser.
• Job roles & responsibilities.
• Calibration & maintenance of H2S & LEL gas detection sensors.
• Rig up and rig down of gas detection system & cascade air system.
• Attending safety meeting with client and contractors.
• Provide training to new team members arriving on site.
• Conducted H2S drill.
• Conducted H2S Awareness, Safety & Breathing Apparatus training.
• Conducted pressure check of all SCBA. Record results on the SCBA inspection tag contained in each carrying case.
• Maintained site inventory and availability of all safety equipment.
• In the case of H2S release, don SCBA & perform continuous H2S monitoring until H2S release is stopped or the order to evacuate has been announced by foremen.
• Complete all Rawabi United Safety Services Ltd and Saudi Aramco documentation associated with assigned tasks in a timely and accurate manner.
• Rotational job (Onshore) : 90 days ON / 30 days OFF.
• Systems handled : Oil & gas field instrumentation system used for gas detection like fixed gas detection system(Detcon), Portable single gas detection system, Portable multi gas detection system, Self-contained breathing apparatus (Scott SCBA), Self assisted breathing apparatus (Scott SABA) & Cascade air system.
• Job roles & responsibilities.
• Design technical solution, generated bill of material and make quotation for project.
• Managed end-to-end project lifecycle, including planning, design, execution, and closeout, ensuring projects are delivered on time and within budget.
• Collaborated with cross-functional teams to develop project plans, schedules and resource allocation.
• Conducted feasibility studies, risk assessments, and cost estimation for potential projects.
• Monitored and reported project progress to stakeholders, highlighting key milestones and addressing any issues promptly.
• Oversaw the implementation of engineering designs and specifications, ensuring compliance with industry standards and regulations.
• Coordinated with contractors, vendors and subcontractors to ensure the timely delivery of materials and services.
• Conducted regular site inspections, quality control checks and addressed any deviations from project specifications.
• Systems handled : Gas detection system, Fire alarm system, Fire suppression system, Very Early Smoke Detection and Aspirator system (VESDA), Water leak detection & Public addressing system.
• Job roles & responsibilities.
• Attended breakdown calls & conducted preventive maintenance.
• Conducted installation and maintenance of our building automation systems.
• Provide on-site and remote technical support.
• Conduct diagnostic assessments, troubleshoot issues, and implement timely and effective solutions.
• Designing solution, generating bill of material and making quotation of project.
• Execution of projects, installation, troubleshooting & maintenance of automation system.
• Deliver technical training sessions for customers and internal team members.
• Document service activities, maintain accurate records and provide detailed reports to management.
• Systems handled : Gas detection system, Fire alarm system, Fire suppression system, Very Early Smoke Detection and Aspirator system (VESDA), Water leak detection & Public addressing system.
• Job roles & responsibilities.
• Understand client requirements and prepare accurate and timely quotations for process and level instruments.
• Conduct product demonstrations for clients, showcasing the features and capabilities of instruments to highlight their suitability for specific applications.
• Actively participate in client meetings, addressing technical inquiries and providing tailored solutions to meet client needs.
• Successfully closed deals by effectively communicating the value proposition of instruments and addressing client concerns.
• Maintain up-to-date knowledge of industry trends, competitor products and market demands to inform sales strategies.
• Coordinate with internal teams to ensure timely delivery and installation of instruments, exceeding customer expectations.
• Systems handled : Level switches, Level gauges, Level transmitters, Flow switches, flow gauges, flow transmitters.