Voltas Limited - A TATA Enterprise
Website:
voltas.com
Job details:
The Head of AMC & Spare-parts is responsible for leading and managing the AMC & Spare-parts Business Operations of Customer Care, with focus on (i) Revenue, Profit levels and Receivable Management as the financial KRAs and (ii) Customers’ and Dealers’ (SSPs’) Satisfaction Levels as the main non-financial KRA. This role requires a strategic leader who can oversee customer support teams, ensure timely and efficient service delivery, manage customer relationships and drive improvements in service quality.
Responsibilities
- Oversee and manage the customer care department, focusing on the successful execution of Annual Maintenance Contracts (AMCs).
- Lead, coach, and develop customer care teams, ensuring they are well-equipped to meet customer expectations and company goals.
- Develop and implement strategies to enhance service delivery efficiency, quality, and customer satisfaction.
- Ensure seamless execution of AMC services, including routine maintenance, troubleshooting, and repairs for HVAC systems.
- Monitor service schedules, resource allocation, and performance to ensure all maintenance contracts are fulfilled within the agreed terms.
- Collaborate with service delivery and technical teams to address customer issues, ensuring rapid resolution and service excellence.
- Serve as the key point of contact for major clients, building strong, long-term relationships to enhance customer loyalty and satisfaction.
- Address escalated customer issues, ensuring complaints are handled promptly and effectively.
- Regularly gather and analyze customer feedback to identify areas for service improvement and innovation.
- Drive both guarantee conversions and AMC renewal by maintaining a high level of customer satisfaction.
- Identify and capitalize on opportunities to upsell additional services or extended contracts to existing customers.
- Work closely with the sales and account management teams to generate new business opportunities through referrals and recommendations from satisfied customers.
- Develop and implement standard operating procedures (SOPs) for AMC and Spare-parts Business, focusing on ease-of-doing business for customers, service quality and cash flow management
- Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), response and resolution time, service schedule adherences for preventive maintenances and spare-parts inventory management.
- Continuously identify and implement process improvements to optimize the AMC Business function.
- Arrange for training and mentor of customer care employees, ensuring they are up to date on the latest HVAC technologies, systems, and customer service best practices.
- Implement a continuous development program to enhance the skills and capabilities of the team, particularly around technical troubleshooting and customer service etiquette.
- Leverage CRM systems and customer care management tools to track customer interactions, manage AMCs, and monitor service delivery.
- Implement digital solutions to improve customer communication, scheduling, and reporting for more efficient management of AMCs.
- Stay informed on the latest technologies in the HVAC industry to integrate them into service offerings where applicable.
- Ensure that all AMC services are delivered in compliance with industry regulations and company standards.
- Maintain a high standard of safety, ensuring that all field technicians and customer care staff adhere to safety protocols during service visits.
- Ensure compliance with environmental regulations related to HVAC system maintenance.
- Manage the customer care budget, ensuring cost-effective service delivery while maintaining high-quality standards.
- Analyze and control the costs associated with AMC service delivery, including labor, parts, and travel expenses.
- Contribute to revenue growth by achieving upsell targets and maintaining high conversion and renewal %.
- Prepare regular reports for senior management on customer care performance, including metrics on customer satisfaction, contract renewals, and service efficiency.
- Use data and analytics to identify trends, address issues proactively, and suggest improvements in AMC service offerings.
Requirements
- Bachelor's degree in Mechanical/Electrical Engineering, with work experience on HVAC Systems. MBA or equivalent management qualification is a plus.
- 18+ years of experience in the HVAC industry with a strong focus on service delivery and operational management. At least 10 years in a leadership role.
- In-depth understanding of HVAC systems, industry standards, and maintenance practices.
- Strong leadership and team management skills, with experience in mentoring and developing teams. Excellent customer relationship management skills with a proactive approach to solving client issues.
- Experience in managing budgets, cost control, and profitability in service operations.
- Ability to analyze complex issues, identify solutions, and implement effective strategies.
- Ability to analyze performance data and generate actionable insights.
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