Assistant Manager - AMC Delivery

Employee Name
BASIC INFORMATION
POSITION/ ROLE
Assistant Manager CC AMC Execution
LOCATION
DEPARTMENT
CC AMC Delivery
Grade
Assistant Manager/Executive
ISSUED BY
CHRO/Head HR
APPROVED BY
MD/BUH
KEY PURPOSE
The Assistant Manager - AMC Execution is responsible for the end-to-end execution of Annual Maintenance Contracts (AMC), ensuring that services are delivered as per contractual agreements. This role involves direct oversight of maintenance operations, coordination with various teams, and proactive management to achieve service excellence and customer satisfaction.
Key Responsibilities

• Overseeing the effective execution of AMC contracts, ensuring compliance with service level agreements, schedules, and quality standards.
• Managing daily operations, including preventive maintenance, breakdown repairs, and warranty services to minimize downtime and ensure customer satisfaction.
  
• Coordinating with customers to schedule and execute maintenance activities, ensuring minimal disruption to their operations.
• Collaborating with internal teams (logistics, warehouse, and procurement) to ensure the timely availability of resources, spare parts, and tools required for AMC execution.
• Working closely with vendors and service providers to ensure quality service delivery and adherence to timelines.
• Addressing and resolving any operational issues or challenges that may arise during the execution of AMC contracts.
• Serving as the primary point of contact for customers regarding AMC execution, ensuring timely and effective communication.
• Handling customer queries, feedback, and complaints, providing prompt resolutions to enhance customer satisfaction and retention.
• Monitoring customer feedback and proactively take actions to improve service delivery and customer experience.
• Planning and allocating resources effectively to meet service commitments while optimizing costs and ensuring high operational efficiency.
• Conducting regular safety audits and inspections to identify potential risks and implement corrective actions.
• Promoting a culture of safety and compliance within the team.
• Tracking and analyzing key performance indicators (KPIs) related to AMC execution, such as response time, turnaround time, service quality, and customer satisfaction.
• Preparing and presenting reports on AMC performance, highlighting successes, challenges, and areas for improvement.
• Providing insights and recommendations to the Manager - CC AMC Execution to support strategic planning and decision-making.
• Assisting in managing the financial aspects of AMC execution, including budgeting, cost control, and timely billing.
• Ensure the collection of payments in alignment with the contractual terms to maintain healthy cash flow.
• Identify areas for process improvements and implement best practices to enhance service delivery and operational efficiency.
• Collaborating closely with the Manager and cross-functional teams to ensure alignment and support for business goals.
  

Qualification & Experience

• Diploma/Bachelors degree in Mechanical or Electrical Engineering; MBA or relevant postgraduate degree preferred.
• Minimum of 3-8 years in sales roles, preferably in the HVAC or related industry.
• Experience in AMC sales, customer relationship management, and business development.
• Strong communication and negotiation skills.
• Ability to build and maintain customer relationships.
• Analytical and problem-solving abilities.
  

Voltas 2024 Human Resources document for internal circulation only Page 1 of 2