Integrated Solutions Service Tech is responsible for leading service operations, contract management, customer success, and revenue growth for Controls, Fire Detection, Fire Suppression, Security, and Building Management Systems (BMS). The role focuses on driving operational excellence, SLA compliance, customer retention, and aftermarket service business growth.
Key Responsibilities
Lead service delivery for Building Automation Systems (BMS), HVAC Controls, Fire Detection & Alarm Systems, Access Control, CCTV, and Integrated Security Systems.
Manage preventive maintenance, breakdown support, annual maintenance contracts (AMC), comprehensive maintenance contracts (CMC), and modernization projects.
Drive service revenue through contract renewals, upgrades, retrofits, repairs, and spare parts sales.
Develop strong relationships with key customers, facility managers, consultants, and end users.
Ensure achievement of service KPIs including SLA adherence, response time, contract renewal rate, customer satisfaction, and revenue targets.
Lead and mentor Service Engineers, Supervisors, and Technicians across assigned regions.
Monitor contract profitability, resource utilization, and service productivity.
Review technical escalations and provide support for complex troubleshooting activities.
Collaborate with Sales and Account Management teams to identify cross-selling and upselling opportunities.
Ensure compliance with EHS standards, quality processes, and customer site requirements.
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Required Qualifications
Bachelor's Degree in Electrical, Electronics, Instrumentation, Mechanical Engineering, or related field.
8+ years of experience in Service Operations within Controls, Fire & Security, Building Automation, or ELV systems.
Proven experience in managing service teams, customer accounts, and maintenance contracts.
Strong understanding of: Building Management Systems (BMS) HVAC Controls Fire Alarm & Detection Systems Fire Suppression Systems CCTV & Video Management Systems Access Control Systems Integrated Security Management Systems Service Contract & SLA Management
