Sr Supv, Customer Svc

Carrier; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Carrier is seeking a Customer Relationship Management and Operations professional to act as the single point of contact for assigned data center customers, ensuring timely resolution of concerns and comprehensive reviews of contractual services fulfillment.

You will coordinate service delivery, maintain contract documentation, and oversee orders, logistics, and KPI achievement while collaborating with internal teams to optimize reliability and availability of chiller plants.

Qualifications

• Experience coordinating service delivery for data center customers.

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)

Skills

CRM management

Contract management

Data center coordination

Service delivery

Job description

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.

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At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in security, shipping and HVAC technology.