Service Account Manager

Job Summary

We are looking for an experienced Service Account Manager HVAC to manage key service accounts and lead post-installation service operations in the Kolkata region. The role requires strong expertise in HVAC service delivery, customer relationship management, team leadership, and financial performance of service contracts. The incumbent will be responsible for ensuring high customer satisfaction, contract profitability, and operational excellence across assigned accounts.

Key Responsibilities

Service & Account Management

• Manage end-to-end service delivery for assigned HVAC service accounts, including AMC, O&M, and break-fix contracts.
• Act as the single point of contact for key customers, ensuring timely resolution of service issues and escalations.
• Build and maintain long-term customer relationships to enhance retention and repeat business.
• Ensure compliance with service level agreements (SLAs) and contractual obligations.

• Plan and oversee preventive and corrective maintenance activities for HVAC systems (Chillers, VRF/VRV, AHUs, PACs, DX units, Cooling Towers, BMS interfaces, etc.).
• Ensure optimal uptime, system performance, and energy efficiency of HVAC installations.
• Coordinate with internal teams including service engineers, subcontractors, supply chain, and technical support.
• Implement best practices in safety, quality, and statutory compliance.

• Own P&L responsibility for assigned service accounts.
• Monitor service revenue, cost controls, margins, and billing cycles.
• Support renewals, upselling, cross-selling of service contracts, retrofits, and upgrades.
• Prepare and track budgets, forecasts, and MIS reports.

• Lead, mentor, and develop a team of service engineers and supervisors.
• Ensure proper manpower planning, training, performance reviews, and skill enhancement.
• Drive a culture of accountability, customer focus, and continuous improvement.

• Conduct periodic service reviews and performance meetings with customers.
• Identify opportunities for improvement, modernization, and value-added services.
• Handle customer audits, technical discussions, and high-level negotiations when required.

Education

• Bachelors Degree in Mechanical / Electrical Engineering (mandatory)
• MBA or Postgraduate qualification in Operations or Management (preferred)

• 915 years of experience in HVAC service operations and account management
• Proven experience handling large service contracts, key accounts, and multi-site operations
• Strong exposure to commercial buildings, IT parks, hospitals, malls, or industrial HVAC systems

• Strong knowledge of HVAC systems, controls, and service lifecycle
• Understanding of AMC/O&M contract structures and SLA management
• Familiarity with safety standards, statutory norms, and quality systems

• Strong customer-facing and communication skills
• Excellent problem-solving and decision-making ability
• Commercial acumen and financial understanding
• Ability to lead cross-functional teams and manage multiple priorities

• Customer Relationship Management
• Service Delivery Excellence
• Financial & P&L Management
• Team Leadership & Development
• Contract & SLA Management