Generalist Service Representative II

Job Summary

Lead end-to-end service delivery operations for Building Management Systems (BMS) and Security Systems, ensuring compliance with SLAs and customer expectations.

Responsibilities

• Manage customer escalations, drive timely issue resolution, and maintain high levels of customer satisfaction.
• Lead and mentor a team of service engineers and supervisors, ensuring effective resource utilization and performance.
• Plan and oversee preventive maintenance, breakdown support, and service execution activities.
• Drive AMC renewals, retrofit opportunities, and growth of the service business.
• Monitor service KPIs, revenue, margins, and operational performance.
• Coordinate with sales, projects, and technical teams to support business growth and successful project execution.
• Ensure adherence to safety, quality, and organizational processes.

Requirements

• Bachelor's Degree or Diploma in Electrical, Electronics, Instrumentation, EEE, ECE, or a related discipline.
• Certifications in BMS, Security Systems, Project Management, or Customer Management will be an added advantage.
• 8 to 12 years of experience in BMS and Security Systems service operations.
• 3 to 5 years of experience in leading teams and managing customer-facing service delivery functions.
• Proven expertise in handling AMC contracts, customer escalations, preventive maintenance, and service operations.
• Strong knowledge of BMS, Access Control Systems, CCTV, Fire Alarm Systems, PA Systems, VESDA, Water Leak Detection, and Niagara/Power SCADA.
• Experience in driving AMC renewals, service revenue growth, and customer relationship management.

Key Skills

• BMS
• Security Systems
• AMC renewals
• Preventive Maintenance
• Service Operations
• Access Control Systems
• CCTV
• Fire Alarm Systems
• Niagara/Power SCADA

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.