Service Manager-HVAC

Job DescriptionService Manager – HVAC
Location: Kurla, Mumbai
Experience: 10+ Years
Industry: HVAC / MEP
Employment Type: Full-Time
Department: Service
About the Role
We are looking for an experienced Service Manager – HVAC to lead and manage the overall HVAC Service vertical. The ideal candidate will have 10+ years of experience in HVAC service operations, with strong expertise in team leadership, customer relationship management, AMC/service contracts, breakdown management, technical troubleshooting, and operational planning.
The candidate will be responsible for managing service operations, leading a large technical team, ensuring customer satisfaction, improving service efficiency, and driving the overall performance of the service department.
Key Responsibilities
Lead and manage the overall HVAC Service Department and service operations.
Manage, mentor and monitor a large team of Service Engineers, Technicians, Supervisors and support staff.
Plan and allocate service manpower based on workload, customer requirements and project priorities.
Oversee preventive maintenance, breakdown maintenance, AMC and warranty service operations.
Monitor service complaints, response time, resolution time and closure of customer complaints.
Handle critical technical issues and major customer escalations.
Ensure timely deployment of service teams and effective utilization of manpower.
Coordinate with customers, clients, consultants, vendors and internal project teams.
Review service reports, maintenance records, breakdown reports and preventive maintenance schedules.
Ensure proper availability and utilization of spares, tools, equipment and service resources.
Monitor service quality, safety standards and adherence to company procedures.
Identify recurring equipment/service issues and implement corrective and preventive actions.
Develop and maintain strong relationships with key customers and AMC clients.
Monitor AMC renewals, service contracts and opportunities for additional service business.
Coordinate with the commercial/accounts team regarding service billing, outstanding payments, quotations and service contract profitability.
Review team performance through regular MIS, KPIs and service reports.
Establish service KPIs and ensure achievement of departmental targets.
Drive process improvements to improve service efficiency, customer satisfaction and operational profitability.
Conduct regular meetings and performance reviews with the service team.
Ensure proper training and technical development of service personnel.
Coordinate with OEMs/manufacturers for technical support, warranty matters and critical service requirements.
Ensure compliance with company quality, safety and documentation standards.
Technical Exposure Required
The candidate should have strong knowledge of HVAC systems such as:
VRV / VRF Systems
Chilled Water Systems
Chillers
AHU & FCU
Ductable / Package AC
Split & Cassette AC
HVAC pumps, piping and associated systems
HVAC controls and basic BMS understanding
Preventive & breakdown maintenance
HVAC troubleshooting and commissioning
Required Skills
Strong team leadership and people-management skills
Excellent customer handling and escalation-management skills
Strong technical understanding of HVAC systems
Service planning and manpower management
AMC and service contract management
Strong communication and negotiation skills
Problem-solving and decision-making ability
MIS and service-reporting knowledge
Commercial understanding of service operations
Ability to manage multiple customers and service requirements simultaneously
Experience
10+ years of relevant experience in HVAC Service / Maintenance / After-Sales Service, with significant experience in a managerial or leadership role.
Experience managing a large HVAC service team and multiple customer/service locations will be preferred.
Key Performance Indicators (KPIs)
Customer satisfaction and complaint resolution
Service response and closure TAT
AMC renewal and service contract performance
Team productivity and manpower utilization
Service revenue and profitability
Reduction in repeat complaints
Preventive maintenance compliance
Service quality and operational efficiency

Work arrangement
No