Description

Key Responsibilities Service Operations & Technical Leadership  Plan, allocate and supervise daily PM schedules, breakdown call, route rationalization/route loading to ensure timely and high-quality service delivery.  Monitor response time, shutdown duration, call-back trends and implement corrective actions to improve reliability and cost efficiency.  Guide technicians in troubleshooting and repair activities, providing on-site technical support for complex faults.  Conduct AES and Safety Tests, PM Audits, ensure proper documentation of all the audits and safety tests, equipment inspections and other statutory requirements.  Reporting of Incidents and Near Missed in line with the company’s process.  Organize service inspections of new installation units prior to handover to customers and ensure that incomplete jobs are not handed over. Business Development – AMC, Repair & Modernization  Support Service Sales Team to drive revenue growth through proactive selling of AMCs, Spares, Repair and Modernization packages to new and existing customers.  Identify upgrade and modernization opportunities during AES and service visits, prepare inputs for proposals, book the SRM orders and ensure timely closure.  Improve service quality to ensure timely AMC renewal follow-up, collection of pending dues and promotion of OEM spares and value-added services to enhance customer loyalty.

ustomer Relationship Management  Act as the single point of contact for key customers in the territory, handling escalations, service reviews and communication on equipment performance.  Conduct regular review meetings, non-price visits and performance presentations to strengthen long-term partnerships and understand future customer needs.  Coordinate internally to ensure commitments on response time, uptime and quality are met, and that customer complaints are resolved promptly and effectively. People Management, Training & Vendor Development  Organize, mentor and develop the service team, including technicians, through regular coaching, performance reviews and skill-gap analysis.  Plan and conduct technical, safety and behavioural training for field staff, ensuring adherence to safe work practices and service standards. Process, Inventory & Compliance  Implement and sustain company service processes, documentation standards and digital tools for call logging, work order closure, billing and collection.  Oversee spare parts planning, ordering, inventory control and consumption analysis to support uptime targets and cost optimization.  Prepare and present MIS reports and periodic reviews to the Head Office team covering service KPIs, revenue performance, safety, quality and improvement plans. Qualifications  Diploma in Electrical Engineering is mandatory.  Bachelor’s degree in electrical engineering preferred. Experience & Technical Skills  Minimum 15 years of experience in the elevator industry for Diploma Engineers or 10 Years for Graduate Engineers with strong exposure to service, repairs and modernization.  Thorough knowledge of elevator systems, troubleshooting, testing and commissioning across multiple control and drive technologies.  Proven track record of leading service teams and delivering results in a demanding field environment.

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