Technical Support - AMC (Do & charge + O&M) and Retrofit

Job Description:

Job Summary

We are looking for an experienced HVAC Service Coordinator with strong knowledge of HVAC Systems and service operations. The candidate will be responsible for ensuring quick issue resolution, minimizing Turnaround Time (TAT), coordinating with OEM (Carrier) Teams, and supporting service engineers to achieve First-Time Resolution with zero repeat complaints.

Key Responsibilities

• Manage and coordinate HVAC Service Operations to ensure timely resolution of customer issues.
• Focus on minimizing Turnaround Time (TAT) for service requests and complaint closures.
• Ensure Perfect First-Time Resolution (FTR) and reduce Repeat Complaints through effective troubleshooting and coordination.
• Coordinate with the Carrier (OEM) Team for technical support, escalations, warranty claims, and issue resolution.
• Handle all Email Communication, technical documentation, and follow-ups with OEM teams.
• Coordinate with the Spare Parts Coordinator for timely availability of required materials and components.
• Work closely with the Service Team to ensure smooth execution of maintenance and breakdown activities.
• Track pending complaints and ensure timely closure as per service standards.
• Maintain service records, technical reports, and OEM communication documentation.
• Support root cause analysis and corrective actions to improve service quality.
• Ensure adherence to service processes, customer requirements, and operational KPIs.
• Provide regular updates to management regarding service performance and unresolved issues.

Required Skills

• Strong knowledge of HVAC Systems, including troubleshooting and maintenance.
• Experience in Service Coordination and Customer Complaint Management.
• Knowledge of OEM Coordination and technical support processes.
• Excellent Documentation, Email Communication, and reporting skills.
• Strong problem-solving and analytical abilities.
• Ability to work with service teams, spare parts teams, and external stakeholders.
• Good knowledge of MS Excel, ERP Software, and service management tools.
  
  
• 4-6 Years in VRF and Chilled Water System (Hand on experience)