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Service Account Manager
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Kolkata-India
- Manage assigned CFS service accounts including AMC, O&M, and call-based service contracts.
- Serve as the primary point of contact for customers, ensuring prompt response and resolution of service issues and escalations.
- Build strong, long-term relationships with clients to improve retention and contract renewals.
- Conduct periodic service review meetings and performance presentations with customers.
- Oversee preventive and corrective maintenance of Fire & Life Safety systems including:
- Fire Detection & Alarm Systems
- Fire Suppression Systems (Sprinkler, Gas Suppression, Hydrant, Foam Systems)
- Access Control, CCTV, and Integrated Security Systems (as applicable)
- Ensure adherence to SLAs, uptime commitments, and service quality standards.
- Coordinate with service engineers, supervisors, subcontractors, and OEMs for efficient service delivery.
- Ensure compliance with local fire authorities, statutory norms, and safety regulations.
- Own P&L for assigned service accounts.
- Monitor service revenues, costs, margins, invoicing, and collections.
- Drive AMC renewals, upselling of services, system upgrades, retrofits, and modernization opportunities.
- Prepare budgets, forecasts, MIS, and monthly performance reports.
- Lead and manage a team of service engineers, supervisors, and technicians.
- Ensure effective manpower planning, skill development, training, and performance management.
- Promote a strong safety culture and adherence to EHS standards at all customer sites.
- Ensure service delivery aligns with company quality standards and ISO processes.
- Support customer and regulatory audits related to fire safety systems.
- Drive continuous improvement initiatives to enhance service efficiency and customer satisfaction.
- Bachelor’s Degree in Electrical / Mechanical / Electronics Engineering (mandatory)
- Diploma or certifications in Fire & Safety Systems (preferred)
- 9–15 years of experience in Fire & Life Safety / Fire & Security Systems service operations
- Strong experience managing large AMC/O&M contracts and key customer accounts
- Exposure to commercial buildings, IT parks, hospitals, airports, industrial facilities, or high-rise complexes
- In-depth knowledge of fire detection, suppression, and integrated security systems
- Understanding of statutory fire norms, local fire authority requirements, and safety regulations
- Experience in SLA management, service planning, and contract administration
- Strong customer-facing, communication, and negotiation skills
- Commercial acumen with financial and P&L understanding
- Ability to lead teams, manage escalations, and work under pressure
- Strong problem-solving and decision-making capabilities
- Service Account Management
- Customer Relationship Management
- Fire & Life Safety Systems Expertise
- Financial & Contract Management
- Team Leadership & Operational Excellence
Key Responsibilities
