Sr Supv, Field Svc

2511 Carrier Singapore Pte Limited; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Carrier Singapore Pte Limited is seeking a senior operations and field service management professional to lead the Singapore chiller maintenance and repair team. You will coordinate multi-site service delivery, optimize resources, and drive improvements in customer satisfaction and contract renewals.

The role requires strong leadership, experience with ServiceMax/SAP/SalesForce, and the ability to manage end-to-end service processes while meeting EH&S standards.

Responsibilities

• Coordinates, prioritizes, and resolves issues encountered by Singapore team on all Chiller system maintenance and repair works.
• Optimizes the usage of manpower, standard time, equipment, and energy of team.
• Escalates key issues that will impact the business.
• Manages team according to established programs and objectives.
• Quality Issue Management.
• Contacts customers, collects feedback, and establishes and maintains good relationship with customers.
• Responds to customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.
• Forecast, monitor and document financial performance against plan.
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements.
• Manage 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
• Manage a team of service technicians direct reports, and a few in-house subcontractors
• Engage in end-end process with subcontractors, from quotations comparison to site deliverables to invoice
• Drive EH&S initiatives, create EHS awareness and monitor compliance
• Ensure adoption of tools by team in daily operations such as SalesForce, ServiceMax, SAP, Digital, Tech Quoting, SA renewal bot
• Responsible for KPIs such as productivity, field expenses, SA/SR revenue, renewal/capture/conversion rate, contract margins, PM completion%, connected assets targets at branch-level

Job description

Key Responsibilities

• Coordinates, prioritizes, and resolves issues encountered by Singapore team on all Chiller system maintenance and repair works.
• Optimizes the usage of manpower, standard time, equipment, and energy of team.
• Escalates key issues that will impact the business.
• Manages team according to established programs and objectives.
• Quality Issue Management
• Contacts customers, collects feedback, and establishes and maintains good relationship with customers.
• Responds to customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.
• Forecast, monitor and document financial performance against plan
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements
• Manage 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
• Manage a team of service technicians direct reports, and a few in-house subcontractors
• Engage in end-end process with subcontractors, from quotations comparison to site deliverables to invoice
• Drive EH&S initiatives, create EHS awareness and monitor compliance
• Ensure adoption of tools by team in daily operations such as SalesForce, ServiceMax, SAP, Digital, Tech Quoting, SA renewal bot
• Responsible for KPIs such as productivity, field expenses, SA/SR revenue, renewal/capture/conversion rate, contract margins, PM completion%, connected assets targets at branch-level

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.

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.