Job Summary

The Service Manager – Applied HVAC Chiller is responsible for leading the service operations business for centrifugal, screw, scroll, and absorption chillers across the assigned region. This role involves managing a team of service engineers, technicians, and supervisors while ensuring customer satisfaction, operational excellence, revenue growth, service contract management, and adherence to safety and quality standards.

The ideal candidate will possess strong technical expertise in applied HVAC systems, chillers, controls, and mechanical systems, combined with proven people management and customer relationship skills.

Key Responsibilities

Service Operations Management

• Manage end-to-end service delivery for applied HVAC chiller equipment.
• Oversee planned preventive maintenance (PPM), breakdown service, troubleshooting, repairs, retrofits, and modernization projects.
• Ensure timely response and resolution of customer service requests and complaints.
• Monitor service KPIs including response time, first-time fix rate, uptime, contract renewals, and customer satisfaction.
• Drive operational efficiency and continuous improvement initiatives.

People Leadership & Team Management

• Lead, coach, develop, and motivate a team of service engineers, supervisors, and technicians.
• Conduct performance reviews, talent development discussions, and succession planning.
• Ensure adequate workforce planning, resource allocation, and technician utilization.
• Foster a high-performance culture focused on safety, quality, and customer excellence.
• Support recruitment, onboarding, and technical training activities.

Customer Relationship Management

• Act as the primary escalation point for key customers.
• Build strong relationships with facility managers, consultants, contractors, and end users.
• Conduct regular customer reviews and identify opportunities for service improvements.
• Ensure high customer retention and contract renewal rates.

Financial & Business Management

• Manage service P&L for the assigned territory/business.
• Drive service revenue growth through AMC/CMC contracts, repairs, upgrades, retrofit opportunities, and parts sales.
• Monitor costs, productivity, profitability, and budget adherence.
• Forecast manpower, revenue, and operational requirements.

Technical Excellence

• Provide technical guidance on centrifugal, screw, and air-cooled/water-cooled chillers.
• Support complex troubleshooting and root-cause analysis.
• Ensure compliance with OEM standards and engineering best practices.
• Maintain expertise in HVAC controls, BMS integration, VFDs, refrigeration systems, and energy optimization.

Safety & Compliance

• Promote a zero-incident safety culture.
• Ensure compliance with EH&S, local regulations, and company policies.
• Conduct regular safety audits, toolbox talks, and risk assessments.
• Ensure proper documentation and service reporting.

Required Qualifications

• Bachelor's Degree or Diploma in Mechanical Engineering, Electrical Engineering, Refrigeration & Air Conditioning, or related field.
• 10–15 years of experience in HVAC service operations.
• Minimum 3–5 years of people management experience leading field service teams.
• Strong experience in applied HVAC systems, especially centrifugal and screw chillers.
• Experience managing service contracts and customer-facing operations.

Preferred Skills

Technical Skills

• Applied HVAC systems
• Centrifugal Chillers
• Screw Chillers
• Air-Cooled and Water-Cooled Chillers
• Chiller Controls & Automation
• Building Management Systems (BMS)
• Variable Frequency Drives (VFD)
• Refrigeration Cycle Diagnostics
• Energy Efficiency Solutions
• Root Cause Analysis

Leadership Skills

• Team Leadership
• Performance Management
• Coaching & Mentoring
• Conflict Resolution
• Stakeholder Management
• Customer Relationship Management
• Business Acumen
• Strategic Planning

Key Performance Indicators (KPIs)

• Service Revenue Achievement
• Contract Renewal Rate
• Customer Satisfaction Score (CSAT)
• Technician Utilization
• First-Time Fix Rate
• Response & Resolution Time
• Safety Compliance Metrics
• Employee Engagement & Retention
• Margin and Profitability Targets

Competencies

• Customer-centric mindset
• Strong communication and presentation skills
• Decision-making and problem-solving ability
• Results-oriented leadership
• Commercial acumen
• Ability to manage multiple priorities in a fast-paced service environment
• Strong collaboration and cross-functional leadership skills