Senior Manager, Aftermarket Service

**Country**:
Singapore
**Location**:
28 Teban Gardens Crescent, Singapore
**Build a career with confidence**

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

**About the role**

Reporting to the Regional Ops Leader for South Asia Pacific Field Service & Aftermarket,_ _Sr Manager-Field Service, performs on-site services for Aftermarket clients, installs new equipment and services, maintains / services and upgrades existing equipment. Provides instruction and education regarding products or equipment usage to customers and internal employees.

The incumbent performs a variety of duties, including but not limited to servicing, operating, maintaining, repairing and removing equipment. Conducts technical analysis of product implementations, modifications and enhancements to products in accordance with specific customer specifications. Manages technical products, services, logistics and provisioning, quantity surveying, and configurations to assigned customers. Troubleshoots technical problems and issues and recommends actions to company or customer representatives. Assesses product needs in accordance with customer specifications. Acts as local on-site Carrier representative to the customer's organization. Manages statement of work to meet customer and contract requirements.

The role will be based in the SAP Region and will require 30 to 50% travel.

**Key Responsibilities**:
As a Senior Manager-Field Service, you’ll be responsible for:

- Responsible to ensure adequate organizational and team effectiveness aligned to service delivery through maximizing the effective and efficient use of labor resources, identifying, and addressing skills gaps, key training needs and performance management through periodic assessment tools such as Performance Connections and Leadership Development reviews
- Responsible for end-end service delivery processes from renewals of contracts to service delivery and account receivable (for renewals, captured, conversion contracts) with aid of systems such as SalesForce, Smax, SAP
- Leads large team of experienced Field Service professionals or team leaders, overseeing processes and procedures to ensures quality and consistency in solving client issues.
- Responsible for parts, materials and tools procurement, inventory, and logistics scheduled maintenance, repairs, and emergency service calls Forecast, monitor and document financial performance against plan
- Manages more experienced team according to established programs and objectives.
- Coordinates, prioritizes, and resolves issues encountered by a more experienced team/multiple teams across multiple geographic locations.
- Optimizes the sourcing strategies to allocate manpower efficiently across multiple geographic locations.
- Coaches team members to ensure operational achievements are met.
- Coordinates, prioritizes, and resolves issues encountered by a more experienced team/multiple teams.
- Reviews escalated issues that will impact the business and provide recommendations for solutions.
- Owns standard customer agreements and service levels.
- Maintains personal contact with key customers to understand needs and issues. Regular visitation of key customers to build strong lasting relationships.
- Determines how to solve complex escalated issues that would impact the business and provides recommendations for solutions to executive leadership.
- Responds to complaints of high-profile customers, carries out the customer satisfaction investigation, and establishes the appropriate improvement plan.
- Establishes and maintains training and audit/assessment programs to ensure the implementation and effectiveness of internal controls.
- Quality Issue Management
- Focal point of contact for any service operations initiatives roll-out in market
- New Chiller Coordination from site, including Inspection, Logistics, Unloading, Loading, Installation, Pre-commissioning, Commissioning, Extending Warranty to AMC support
- Aligns with the National Manager Advantec on Controls and Modernization Strategy and cooperate in the delivery of projects
- Develop and execute strategic plan to drive market growth in assigned area based on revenue and EBIT plans for the area
- Prospect target verticals for sales opportunities, focused on maintaining a robust pipeline of opportunities
- Develop new client relationships based on professional credibility and product knowledge
- Identify and participate in industry organizations, trade shows and events to promote the company, products, and services
- Collaborate with internal teams to ensure alignment with customer needs and expectations
- Forecast, monitor