Maintenance Manager (From Elevator Only)

ESCON ELEVATORS PVT. LTD. : 35 YEARS OF EXCELLENCE : LEADING ELEVATORS MANUFACTURING COMPANY

Delhi / Kochi / NaviMumbai

Key result areas for the role

• Responsible for overall functioning of Maintenance department with regards to Service & maintenance, AMC, Store & repair & Customer Care.
• Daily interface with management, colleagues, co-workers and vendors, as well as some direct field supervision related to technical as well as commercial aspect (as required) for maintenance jobs.
• Take control of the profitability of the Department by ensuring achievement of desired resource recovery rates
• Ensure all projects are executed on time according to customer contract terms and conditions. Monitor and control assigned projects
• Strategize on procedures to be implemented to improve performance of the Department
• Achieve the desired revenue targets for technical and TIS division
• To understand product lines thoroughly (For providing training) as well as product lines of competitors.
• Ensure efficiency utilization of resources and achieve budgeted manpower cost
• Ensure achievement of client satisfaction by prompt response to trouble shooting calls
• Ensure adherence to safety rules and procedures

Roles and Responsibilities

• Develop and maintain relationships with owners and building managers in order to manage and grow service and modernization business.
• Ensure categorization of key customers and the key customers are met atleast once in a quarter
• Address customer complaints on a timely basis and set systems to ensure that repeated complaints are not received from the same customer
• Meeting with clients for satisfaction survey.
• Ensuring Company Image building among clients and in Market using own strategies and Ideas.
• Expand maintenance base within established guidelines.

AMC Related

• Responsible for AMC sales & revenue generation.
• Monitor AMCs due for renewal at least 2 months in advance and direct the team to ensure timely renewal of AMC's.
• Ensure no AMC is lost to competitor by closely monitoring the service provided and providing the best customer service always.
• Define, implement and ensure that the team follows the Standard Operating Procedures as defined by the Management
• Responsible to monitor upselling to AMC customers wherever possible
• Strive to achieve higher margins by upselling to the clients
• Monitor cost of AMC and take control of the profitability

Service & Maintenance

• Set standards for service and maintenance as per Escon's prescribed quality, safety and efficiency parameters
• Conduct auditing in order to understand issues on site.
• Clearing site issues as per audit report with your team.
• Monitoring estimated and actual maintenance time for each job.
• Reduction of Installation cycle time for all products related to maintenance site.
• Adherence to safety rules and procedures.
• Ensure quality installations at maintenance sites.
• Sign Boards and job cards to be displayed on each site.
• Definition of routes and right allocation of manpower to the routes
• Train the Managerial and Supervisory team on Escon's service parameters
• Ensure that the monthly maintenance schedule is systematically adhered to and no schedule is missed out
• Monitor team allocation and ensure work balancing and achievement of higher utilization rates
• Ensure timely trouble shooting of all call back, break down & shut down calls
• Act as point of escalation whenever client calls are not resolved on time
• Implement robust system for recording and allocation of breakdown calls
• Monitor SLA performance of the technicians for all trouble shooting related calls and identify reasons for deviations if any
• Responsible for revenue generation from service & maintenance work
• Cross check monthly servicing vouchers for all areas.
• Review client feedback and monitor customer satisfaction score monthly. Ensure feedback is collected from all the customers
• Verify MIS submitted and assess the efficiency of the technicians and take necessary corrective actions to improve the overall performance of the Service and Maintenance Department
• Responsible for monthly meeting with Team leaders & Supervisors.

Projects Related

• Perform take-offs, prepare estimates, proposals and bids, including vendor pricing, coordination with necessary departments and management.
• To provide technical guidance for preparing maintenance estimates, open order proposals, repair proposals, etc.
• Attend pre-bid conferences, surveys, job-walks and customer meetings related to technical specification.
• Respond quickly, professionally and positively to all customer needs and concerns.

Repairs management

• Approve estimations/quotations sent to the client
• Ensure that the revenue from repairs management is generated as per targets
• Ensure that all items to be billed as per AMC terms and conditions are billed correctly
• Monitor client approval on estimations and ensure receipt of on time payment.

Stock Related Roles

• Responsible to ensure smooth material management on sites by team.
• Develop procedure for material storage at site to avoid pilferage
• Ensuring stock is updated on monthly basis.
• Ensuring timely collection and distribution of required materials.
• Coordinate with the warehouse and planning department for understanding material issues
• Sort out issues and ensure 100% material delivery as per planning chart
• Clearing Site issues as per audit report and updating the same to reporting manager

Team Related Responsibilities

• Continuous assessment of skill set inventory vis- -vis organizational/functional needs, identify gaps and induct right people
• Identify training needs of the staff members and organize suitable training programmes
• Conduct periodical performance appraisal of the team members and guide them to improve their performance and build their career path
• Ensure the team is motivated and contribute to their maximum
• Ensure adherence to the HR policies of the company
• Ensure attrition is kept minimum and suggest ways for staff retention
• Train the staff on customer etiquettes and customer management related aspects
• Conduct class room training for Team Leaders / Supervisors / maintenance engineers and other technical staffs as and when required.
• Monthly Evaluation of the Technical staff regarding their performance and required training.
• Conduct field training for the maintenance team staff for practical understanding.
• Sort out technical quires & ensure 100% material delivery at job site
• Monitor training / orientation for new and existing employees.
• Training the trainer and Identification of Training needs.
• Requirement analysis of technical manpower for maintenance department all over India.

Reports to be given

• Maintenance Site Issues and Troubleshooting/Action Taken Report Daily
• Manpower Utilization and Efficiency Report - Monthly
• Material Status Report - Weekly
• Material planning Status Report - Weekly