Service Engineer

Deputy Manager Service Delivery (BMS & Security Systems) -

Educational Qualification

• Bachelor's Degree / Diploma in Electrical, Electronics, Instrumentation, EEE, ECE, or related discipline.
• Certifications in BMS, Security Systems, Project Management, or Service Management will be an added advantage.

Experience

• 7 to 10 years of experience in BMS and Security Systems.
• Minimum 2 to 3 years of experience in leading service teams and managing customer accounts.
• Experience in handling AMCs, customer escalations, service delivery, and resource planning.
• Exposure to Data Centres, Commercial Buildings, IT Parks, Pharma, and Critical Infrastructure projects.

Technical Competencies

• Strong hands-on troubleshooting knowledge of:
• Building Management Systems (BMS)
• Access Control Systems (ACS)
• CCTV Systems
• Fire Alarm Systems (FAS)
• Public Address Systems (PA)
• VESDA
• Water Leak Detection (WLD)
• Niagara & Power Scada(Preference)
• Knowledge of networking fundamentals and integrated building systems.
• Experience in preventive maintenance planning, SLA management, and root cause analysis.
• Ability to review technical proposals, manpower estimates, and service strategies.

Key Responsibilities

1. Manage service delivery operations and ensure SLA compliance.
2. Handle customer complaints, escalations, and critical issue resolution.
3. Drive customer satisfaction through proactive support and regular customer engagement.
4. Plan and optimize manpower utilization across service contracts and projects.
5. Lead a team of service engineers and support their technical development.
6. Ensure timely execution of preventive maintenance and breakdown support activities.
7. Support AMC renewals, retrofit opportunities, and service business growth.
8. Monitor service KPIs, revenue, margins, and operational performance.
9. Coordinate with Sales, Projects, and Technical teams to support business objectives.

Behavioural Competencies

• Strong leadership and team management skills.
• Excellent communication and customer-facing skills.
• Problem-solving and decision-making abilities.
• High ownership and accountability.
• Ability to manage multiple customers and priorities simultaneously.
• Strong focus on customer satisfaction, operational excellence, and profitability.

Preferred Candidate Profile: Hands-on service professional with proven experience in BMS and Security systems, capable of leading teams, handling customer escalations, driving service revenue growth, and ensuring high-quality service delivery.

Manager - Service Delivery (BMS & Security Systems)-On roll

Educational Qualification

• Bachelor's Degree / Diploma in Electrical, Electronics, Instrumentation, EEE, ECE, or related field.
• Additional certifications in BMS, Security Systems, Project Management, or Customer Management are preferred.

Experience

• 8 to 12 years of relevant experience in BMS and Security Systems.
• Minimum 3 to 5 years of experience in team management and customer-facing roles.
• Proven experience in handling large AMC contracts, customer escalations, and service delivery operations.
• Experience in driving AMC renewals, retrofit opportunities, and service business growth.

Technical Competencies

• Strong knowledge of:
• Building Management Systems (BMS)
• Access Control Systems (ACS)
• CCTV Systems
• Fire Alarm Systems (FAS)
• Public Address (PA) Systems
• VESDA
• Water Leak Detection (WLD)
• Niagara & power Scada(preference)
• Ability to lead troubleshooting of complex system issues.
• Knowledge of service operations, SLA management, and preventive maintenance planning.
• Understanding of commercial aspects, including margin management, resource planning, and service business profitability.

Key Responsibilities

1. Lead and manage service delivery operations for BMS and Security systems.
2. Handle critical customer escalations and ensure timely resolution as per SLA commitments.
3. Build strong customer relationships and drive customer satisfaction.
4. Manage a team of service engineers and supervisors, ensuring effective utilization of resources.
5. Plan and monitor preventive maintenance activities and break-fix support.
6. Drive AMC renewals, retrofit opportunities, and third-party service business growth.
7. Monitor service KPIs, revenue, margins, and customer satisfaction metrics.
8. Ensure adherence to safety, quality, and organizational processes.
9. Coordinate with sales, projects, and technical teams to support business growth and project execution.

Behavioral Competencies

• Strong leadership and people management skills.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple customers and projects simultaneously.
• Strong problem-solving and decision-making capability.
• Customer-focused with a high sense of ownership and accountability.
• Ability to mentor, develop, and motivate teams.

Preferred Profile: Candidate with proven experience in managing large enterprise customers, data centers, IT parks, commercial buildings, or critical infrastructure projects, with a strong track record in service delivery, customer satisfaction, and business growth.