Duty Manager - Technical

Cushman & Wakefield; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Cushman & Wakefield in Mumbai seeks a Duty Manager - Technical to oversee helpdesk, vendor services, and site operations, ensuring timely closure of complaints and adherence to SOPs.

You will coordinate M&E vendors, manage records, schedule PPM, supervise 24x7 operations, and lead a trained team to deliver reliable technical services while maintaining client relations.

Qualifications

• Exemplary customer service skills with a keen focus on client relations.
• Excellent analytical skills with problem solving aptitude.
• Good communication skills, both written and verbal.
• Minimum (3) years of working experience as a Site Lead.
• Graduation is must.

Responsibilities

• Close helpdesk logged calls with timely closure per SOP.
• Manage sub-vendors for engineering, HVAC, BMS, STP, lifts, electrical, DG.
• Coordinate and monitor PPM and breakdown maintenance.
• Maintain records and prepare reports for management.
• Lead and train M&E vendor team; ensure 24x7 operations.
• Develop strong client relationships and ensure service quality.

Skills

Customer service

Analytical skills

Communication skills

Team leadership

Education

Graduate / Bachelor's degree

Job description

Job Title

Duty Manager - Technical

Job Description Summary

Job Description

Typical Duties

Closing of Helpdesk Logged Calls: Complaints / Requests:

Timely closure of all complaints and requests logged by client, licensee employees and internally by PM services team is of paramount importance. Same is to be tracked and closed as per SOP and flow chart provided.

Management Of All Sub-Vendors Under Technical Services

Ensure all Services as per SLA are complied by sub-vendors, viz: Engineering services, HVAC, BMS, STP, Lifts, Electrical, DG, etc.

Record Management

Up keeping of all the documents as per site requirements. Primarily responsible for coordinating of PPM activities schedule, routine maintenance, breakdown and service support. Timely collection of data for billing to client for utilities used at site ( i.e. electricity, water), ensuring the discrepancies if any are closed within 48 hours with the client representatives. Review vendor Monthly Management report, prepare engineering MMR and Incident reporting. Helpdesk complaint analysis, identify perennial/long pending problems & their resolution and process improvement. Record keeping of various reports, summarizing and placing the same to the management i.e. CE & FM.

Scheduling, Coordinating And Controlling Of Site Activities

Timely completion of PPM and breakdown / shutdown maintenance activities [either in house or through AMC/outsourced vendors]. Coordinate access and cross support of various vendors. Coordinate with licensee team on the various scheduled and impromptu tasks. Monitor various contractor tasks as to they do not hinder business of licensee including - PMC, Licensee PMC, PMS vendor / contractor. Ensure the fit out guidelines are being adhered by all concerned.

Team Management And Training

Daily / weekly briefings of the M&E vendor team. Induction / training of new team members once a month. Training of resources within team, brief CE & FM on requirements of various training needs of the team. Ensure that issues like shift rosters are resolved and every team member is given even work load. Smooth functioning of team for 24x 7 operations. Assist CE and FM in team building measures, ensure vendor training programs are carried out as scheduled.

Client Focus

Makes customers and their needs a primary focus. Understands and is responsive to customers’ needs. Develops long term customer relationship, facilitates win-win outcomes.

Teamwork & Collaboration

Builds relationships within vendor team and vendors deployed on site to obtain cooperation and synergy of delivery module. Demonstrates commitment to common goals. Establishes an active sharing network with peers. Provides team support and assistance.

Service Quality & Accountability

Defines objectives and strategies to meet customers’ needs and organizational goals. Manages performance to achieve expected results. Identifies areas of opportunities and risks and provide optimized solutions or advices. Takes full responsibility for results.

Growth & Learning Commitment

Ensures self-development and to be the role model. Masters new technical knowledge and market information. Seeks feedbacks from others and is receptive to new ideas and perspectives. Utilizes the company provided learning resources. Need to master 5 Clarity Net courses per quarter. Total 20 certificates required in a year.

Prerequisites

• Exemplary customer service skills with a keen focus on client relations
• Excellent analytical skills with problem solving aptitude.
• Good communication skills, both written and verbal.
• Minimum (3) years of working experience as a Site Lead
• Graduation is must.

INCO: “Cushman & Wakefield”