Job Summary:
We are looking for a dedicated professional to manage customer complaints, preventive maintenance schedules, and warranty claims while ensuring customer satisfaction and smooth service operations. The role involves coordinating with internal teams, handling escalations, and providing technical support for VRF and Ductable systems.
Key Responsibilities:
- Handle end-to-end complaint management: acknowledge calls received from the call centre, track progress, and ensure timely closure in the ServIT system.
- Conduct daily reviews of pending complaints and escalate issues to SDH/AM for resolution when required.
- Execute preventive maintenance services (PMS) as per system-generated schedules and achieve adherence targets.
- Arrange for defective materials to be returned and manage warranty claim processes.
- Prepare and submit offers for non-AMC spares as per company guidelines, and manage order booking and billing.
- Provide on-site technical support, troubleshooting, and resolution for VRF and Ductable systems.
Key Skills:
- Strong communication and customer-handling skills.
- Hands-on experience with troubleshooting HVAC systems (VRF, Ductable).
- Good knowledge of preventive maintenance and service processes.
- Ability to coordinate across teams and manage escalations effectively.
Qualifications & Experience:
- Diploma/Degree in Mechanical/Electrical Engineering (preferred).
- 25 years of experience in HVAC service, complaint handling, or customer support.
- Proficiency in complaint tracking tools (e.g., ServIT) will be an added advantage.
