Service Account Manager

Key Responsibilities

Account & Customer Management

• Manage assigned CFS service accounts including AMC, O&M, and call-based service contracts.
• Serve as the primary point of contact for customers, ensuring prompt response and resolution of service issues and escalations.
• Build strong, long-term relationships with clients to improve retention and contract renewals.
• Conduct periodic service review meetings and performance presentations with customers.

Service Operations Management

• Oversee preventive and corrective maintenance of Fire & Life Safety systems including:
  • Fire Detection & Alarm Systems
  • Fire Suppression Systems (Sprinkler, Gas Suppression, Hydrant, Foam Systems)
  • Access Control, CCTV, and Integrated Security Systems (as applicable)
• Ensure adherence to SLAs, uptime commitments, and service quality standards.
• Coordinate with service engineers, supervisors, subcontractors, and OEMs for efficient service delivery.
• Ensure compliance with local fire authorities, statutory norms, and safety regulations.

Financial & Commercial Responsibility

• Own P&L for assigned service accounts.
• Monitor service revenues, costs, margins, invoicing, and collections.
• Drive AMC renewals, upselling of services, system upgrades, retrofits, and modernization opportunities.
• Prepare budgets, forecasts, MIS, and monthly performance reports.

Team Leadership & Development

• Lead and manage a team of service engineers, supervisors, and technicians.
• Ensure effective manpower planning, skill development, training, and performance management.
• Promote a strong safety culture and adherence to EHS standards at all customer sites.

Quality, Safety & Compliance

• Ensure service delivery aligns with company quality standards and ISO processes.
• Support customer and regulatory audits related to fire safety systems.
• Drive continuous improvement initiatives to enhance service efficiency and customer satisfaction.

Desired Candidate Profile

Education

• Bachelor’s Degree in Electrical / Mechanical / Electronics Engineering (mandatory)
• Diploma or certifications in Fire & Safety Systems (preferred)

Experience

• 9–15 years of experience in Fire & Life Safety / Fire & Security Systems service operations
• Strong experience managing large AMC/O&M contracts and key customer accounts
• Exposure to commercial buildings, IT parks, hospitals, airports, industrial facilities, or high-rise complexes

Technical Skills

• In-depth knowledge of fire detection, suppression, and integrated security systems
• Understanding of statutory fire norms, local fire authority requirements, and safety regulations
• Experience in SLA management, service planning, and contract administration

Behavioral & Leadership Skills

• Strong customer-facing, communication, and negotiation skills
• Commercial acumen with financial and P&L understanding
• Ability to lead teams, manage escalations, and work under pressure
• Strong problem-solving and decision-making capabilities

Key Competencies

• Service Account Management
• Customer Relationship Management
• Fire & Life Safety Systems Expertise
• Financial & Contract Management
• Team Leadership & Operational Excellence