This role owns the end-to-end post-installation customer experience by combining leadership, advanced technical support, and capability development for service engineers
Job Summary
This role owns the end-to-end post-installation customer experience by combining leadership, advanced technical support, and capability development for service engineers.
The incumbent acts as the highest-level technical escalation owner within India and serves as the primary point of contact for global product and tech support teams.
Key responsibilities include driving system adoption, improving first-time fix rates, and establishing a centralized technical knowledge repository to enhance field performance.
Matching Summary
This role owns the end-to-end post-installation customer experience by combining leadership, advanced technical support, and capability development for service engineers.
Skills & Requirements
Must-have
10-15 years HVAC experience
Building Management Systems expertise
Technical escalation management
Service engineer training delivery
Customer success strategy ownership
Nice-to-have
Digital services exposure
Networking and cybersecurity knowledge
Business or management certification
Global APAC coordination experience
Consultative mindset development
Key Requirements
Bachelor's degree in Engineering (Mechanical, Instrumentation, Electronics, Electrical)
10-15+ years in HVAC or Building Management Systems
Strong background in technical troubleshooting and escalation management
Proven experience in customer-facing roles and training delivery