Role Summary

The Manager - Service will be responsible for managing service operations, maintenance contracts, customer support, and technical teams for Controls, Fire Detection & Alarm Systems, CCTV, Access Control, BMS, and Integrated Security Solutions. The role focuses on ensuring high service standards, customer satisfaction, operational efficiency, and service revenue growth across the Mumbai region.

Key Responsibilities

Service Operations Management

• Lead end-to-end service delivery for Fire & Security Systems and Building Controls projects.
• Ensure timely preventive maintenance (PM), corrective maintenance (CM), breakdown service, and AMC execution.
• Monitor service KPIs, response time, resolution time, system uptime, and customer satisfaction levels.
• Drive adherence to SLAs and contractual obligations.

Team Management

• Lead, mentor, and develop a team of service engineers, supervisors, and technicians.
• Allocate manpower and resources efficiently across customer sites.
• Conduct performance reviews and technical competency development programs.
• Ensure availability of skilled resources for emergency and scheduled services.

Customer Relationship Management

• Act as the primary escalation point for key customers.
• Build long-term relationships with clients including commercial buildings, hospitals, data centers, industrial facilities, airports, and infrastructure projects.
• Conduct customer review meetings and ensure high customer retention.

Technical Management

• Support troubleshooting and resolution of complex technical issues related to:
  • Fire Alarm Systems
  • Public Address Systems
  • CCTV Surveillance
  • Access Control Systems
  • Intrusion Detection Systems
  • Building Management Systems (BMS)
  • PLC/DDC-based Control Systems
  • Integrated Security Management Systems

Commercial & Financial Responsibility

• Manage AMC and service contract renewals.
• Support sales teams in identifying modernization, upgrade, retrofit, and service business opportunities.
• Monitor service profitability, resource utilization, and cost control.
• Ensure timely billing and collection coordination.

Compliance & Safety

• Ensure compliance with local fire, safety, and statutory regulations.
• Adhere to EHS policies and industry best practices.
• Conduct risk assessments and safety audits for service activities.

Required Qualifications

• Bachelor's Degree in Electrical Engineering, Electronics Engineering, Instrumentation Engineering, or related discipline.
• MBA preferred.
• 8-15 years of experience in Controls, Fire & Security Systems service operations.
• Experience managing large service teams and customer-facing operations.