Assistant Manager- AMC Operations

Employee Name

BASIC INFORMATION

POSITION/ ROLE

Assistant Manager-CC AMC Operations

LOCATION

DEPARTMENT

CC AMC Ops

Grade

Manager

ISSUED BY

CHRO/Head HR

APPROVED BY

MD/BUH

KEY PURPOSE

The Manager - CC AMC Operations is responsible for overseeing both AMC Sales and AMC Delivery to drive revenue generation in the AMC and Spares business. This role ensures the achievement of Gross Margin from AMC and SOS (Sale of Spares) business, effective cash flow management, and customer satisfaction metrics. The Manager is also accountable for AMC retention, and ensuring operational excellence across all customer service activities.

Key Responsibilities

• Drive revenue generation from AMC (Annual Maintenance Contracts) and Spares (SOS) business, focusing on achieving the set Gross Margin and cash flow objectives.
• Ensure achievement of Net Promoter Score (NPS) and Response Time (RT) goals, maintaining high levels of customer satisfaction.
• Oversee CRM Resolution Time (TAT) and ensure timely resolution of all customer calls and issues, aiming for zero delays.
• Drive AMC retention, growth in AMC Total Revenue (TR), and conversion from Guarantee to AMC.
• Ensure operational excellence by aligning resources and processes to meet or exceed service level agreements (SLAs).
• Manage cash flow by ensuring timely payment collections, maintaining outstanding balances within the specified limits.
• Collaborate with cross-functional teams to optimize AMC execution and imp
• brove service delivery efficiency.
• Identify opportunities for business growth in AMC and Spares, developing strategies to capture new markets and customers.
• Implement initiatives to retain and grow the customer base through improved service quality and customer engagement.
• Regularly track and report on key performance indicators (KPIs) related to AMC operations, providing insights and recommendations to senior management.
• Mentor and guide the AMC team to enhance skills, knowledge, and performance, ensuring alignment with business objectives.
• Monitor and ensure site safety by reducing Lost Time Injury (LTR) rates and aiming for zero fatalities.
• Mentor and develop high-potential employees within the branch, preparing them for higher roles and responsibilities within the organization.
• Foster a culture of continuous learning and professional development among team members.
  
  

Qualification & Experience

• Diploma/Bachelor's degree in Mechanical or Electrical Engineering; MBA or relevant postgraduate degree preferred.
• Minimum of 10-15 years of experience in Customer Service, AMC operations, or related fields within the HVAC or a similar industry.
• Strong knowledge of AMC delivery, customer relationship management, cash flow management, and safety practices.
• Proven track record of driving revenue growth, achieving operational excellence, and managing high-performance teams.
• Excellent communication, negotiation, and leadership skills.
  
  

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