Sr Supv, Customer Svc

Carrier Singapore (Pte) Limited; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Carrier Singapore (Pte) Limited is seeking a Customer Relationship Manager to oversee aftersales and service delivery for data center customers. You will coordinate between customers and internal teams to ensure contractual commitments are met.

This role focuses on contract performance, service updates, and proactive issue resolution, with emphasis on KPI tracking, billing accuracy, and high customer satisfaction.

Responsibilities

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned portfolio
• Host periodic contract execution reviews with key data center customers in the assigned portfolio with support of operational owners and technical owners to present a comprehensive view of contractual services fulfillment.
• Own contract performance recovery plans to include frequent touch points with customer.
• Provide installed base technical updates, including but not limited to, service bulletins, to customers
• Maintain all service agreement related documentation including contracts, customer communications and contract performance reports including but not limited to service level agreements (SLAs), bill of materials (BOM), maintenance schedules, service reports and service bulletins.
• Synchronizing Customer and service events / demand with internal functions such as service operation teams, procurement, parts and technical COE
• Oversee and manage the entire service delivery process for key data center customers
• Work with data centers owners to optimize chiller plant reliability and availability
• Manage the ordering of materials and logistics according to the service schedule and progress to ensure all materials delivered can be billed timely.
• Be responsible for Quality and EHS oversight on work performed at assigned customer sites
• Monitor and achieve key performance indicators (KPIs) such as productivity, revenue, contract margins, PM completion, orders and NPS
• Responsible for service agreements, repairs and upgrades end-end sales process, including but not limited to, managing customer enquires, preparation of technical proposal and quotation, negotiation, order booking, execution, billing, account receivable, financial reporting and forecast review
• Contractual opportunity development (incl. business development opportunities) and risk identification (incl. risk profiling and mitigations)

Job description

Job ID 30216164 Job Category Aftermarket & Service

Customer Relationship Management

(1)Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned portfolio

(2)Host periodic contract execution reviews with key data center customers in the assigned portfolio with support of operational owners and technical owners to present a comprehensive view of contractual services fulfillment.

(3)Own contract performance recovery plans to include frequent touch points with customer.

(4)Provide installed base technical updates, including but not limited to, service bulletins, to customers

Operations

(1)Maintain all service agreement related documentation including contracts, customer communications and contract performance reports including but not limited to service level agreements (SLAs), bill of materials (BOM), maintenance schedules, service reports and service bulletins.

(2)Synchronizing Customer and service events / demand with internal functions such as service operation teams, procurement, parts and technical COE

(3)Oversee and manage the entire service delivery process for key data center customers

(4)Work with data centers owners to optimize chiller plant reliability and availability

(5)Manage the ordering of materials and logistics according to the service schedule and progress to ensure all materials delivered can be billed timely.

(6)Be responsible for Quality and EHS oversight on work performed at assigned customer sites

(7)Monitor and achieve key performance indicators (KPIs) such as productivity, revenue, contract margins, PM completion, orders and NPS

Sales revenue, margins and orders

(1)Responsible for service agreements, repairs and upgrades end-end sales process, including but not limited to, managing customer enquires, preparation of technical proposal and quotation, negotiation, order booking, execution, billing, account receivable, financial reporting and forecast review

(2)Contractual opportunity development (incl. business development opportunities) and risk identification (incl. risk profiling and mitigations)

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Job Applicant's Privacy Notice