Manager-CC AMC Execution

The Manager - CC AMC Execution is responsible for overseeing the execution of Annual Maintenance Contracts (AMC) to ensure high-quality service delivery, customer satisfaction, and adherence to operational standards. This role involves managing day-to-day AMC operations, coordinating with technical teams, and ensuring compliance with contractual obligations, safety protocols, and company policies.

Responsibilities

• Ensuring timely and effective execution of AMC contracts in compliance with agreed terms and conditions.
• Responsible for overseeing all maintenance activities, including preventive maintenance, corrective actions, breakdowns and troubleshooting, to ensure minimal downtime and maximum equipment performance.
• Coordinating with service teams to ensure adherence to service schedules, response times, and resolution times as per customer agreements.
• Managing the scheduling and allocation of resources (technicians, tools, and materials) to meet AMC commitments efficiently.
• Implementing best practices and standard operating procedures (SOPs) to optimize AMC operations and improve service quality.
• Conducting regular audits and inspections to identify areas for improvement in service delivery and operational processes.
• Ensuring prompt and effective resolution of customer complaints, minimizing downtime, and enhancing customer satisfaction.
• Leading and managing a team of service technicians and support staff to ensure high standards of service delivery and customer care.
• Monitoring inventory levels of spare parts, tools, and consumables required for AMC execution.
• Coordinating with the procurement team to ensure the timely availability of required materials and parts.
• Maintaining optimal inventory levels to support uninterrupted service delivery while minimizing excess stock and related costs.
• Collaborating with the customer care team to ensure high levels of customer satisfaction and retention. Collecting and addressing customer feedback to continually improve service quality.
• Engaging directly with customers to understand their service needs and expectations and provide proactive communication regarding maintenance schedules and activities.
• Tracking key performance indicators (KPIs) related to AMC execution, such as service response time, resolution time, preventive maintenance adherence, and customer satisfaction scores.
• Preparing regular performance reports and provide actionable insights to the Manager - CC AMC Operations.
• Identifying and implementing corrective actions to address any performance gaps or operational challenges.
• Ensuring cost-effective management of AMC execution by optimizing the use of resources, reducing wastage, and controlling operational expenses.
• Collaborating with the finance team to manage billing, invoicing, and timely collection of payments related to AMC services.
• Fostering a culture of teamwork, continuous improvement, and accountability among team members.
• Conducting training sessions to enhance the technical skills and knowledge of the team in areas such as preventive maintenance, troubleshooting, and safety practices.

• Diploma/Bachelors degree in Engineering (Mechanical/Electrical) or a related field.
• 5-7 years of experience in executing AMC operations, preferably in the HVAC or related industry.
• Proven experience in managing maintenance teams and ensuring high-quality service delivery.
• Strong knowledge of AMC contracts, maintenance practices, and customer relationship management.
• Excellent organizational, leadership, and communication skills.