Supv, Customer Svc

2511 Carrier Singapore Pte Limited; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

2511 Carrier Singapore Pte Limited is seeking a Supervising Field Service Technician to lead day-to-day priorities, mentor technicians, and ensure service quality in Singapore. You will optimize resources, resolve client issues, and escalate critical matters to senior management.

The role requires a Diploma/Degree in Mechanical Engineering with 5+ years of service experience, with HVAC/manufacturing exposure and team leadership capabilities. Proficiency with SAP and Salesforce is an advantage.

Qualifications

• Diploma or degree in Mechanical Engineering with 5+ years of service experience.
• Experience in HVAC/manufacturing is advantageous.
• Experience in team management is required.
• Familiarity with SAP and Salesforce is a plus.

Responsibilities

• Forecast, monitor and document financial performance against plan.
• PNL experience on managing accounts and reporting progress and gap at team level.
• Optimize manpower, standard time, equipment, and energy of team.
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements.
• Manage team of service technicians direct reports and subcontractors.
• 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, Service agreements/Service repairs revenue/conversion rate, contract margins, PM completion%, connected assets targets at team-level

Skills

Team management

Mechanical engineering

PNL knowledge

SAP

Salesforce

Stakeholder management

Education

Diploma/Degree in Mechanical Engineering

Tools

SAP

Salesforce

Job description

Role Responsibilities:

• Forecast, monitor and document financial performance against plan
• PNL experience on managing accounts and reporting progress and gap at team level
• Optimizes the usage of manpower, standard time, equipment, and energy of team.
• Manages team according to established programs and objectives Engagement with customer and establishes good relationship
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements
• Manage a team of service technicians direct reports and subcontractors
• 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, Service agreements/Service repairs revenue/conversion rate, contract margins, PM completion%, connected assets targets at team-level

Role Purpose:

Supervises Field Service Technicians, managing day-to-day priorities, solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Minimum Requirements:

• Diploma/Degree in Mechanical Engineering with minimum 5 years of relevant service experience.
• Experienced in HVAC/manufacturing industry is an advantage.
• Experienced in managing a team is a must.
• PNL knowledge is a must Pleasant personality, good attitude and good communication. Good stakeholder management skill.
• Familiar with SAP and Sale force system is an advantage.

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.