Maintenance Manager

Responsible for the overall functioning of the Maintenance Department (AMC Revenue, Preventive Maintenance, Callout Management, Material Management, TIS & Customer Care, etc) Achieve the desired targets of technical and commercial such as Breakdown call rate, PM completion, Safety & Quality Audits, and TIS. Responsible for timely AMC Conversions, AMC Renewals, ANR Reduction, Lost Lift Recovery, etc. Ensure all TIS jobs are executed on time according to customer contract terms and as per the Time frame of MOD and Mechanical works. To understand product lines thoroughly as well as the product lines of competitors. Ensure efficient utilization of resources and achieve budgeted manpower cost. Ensure achievement of client satisfaction by prompt response to troubleshooting calls. Ensure adherence to safety rules and procedures Roles & Responsibilities: AMC Management (Commercial) Responsible for AMC Sales & Revenue Generation. Accountable to AMC Hike as per Target. Monitor the cost of AMC and take control of the profitability. Monitor AMCs’ due dates of renewal and direct the team to renew AMCs 2 months in advance. Ensure no AMC is lost to competitors (by achieving a positive balance) with close monitoring of the service quality. Preventive Maintenance Management Definition of routes and the right allocation of manpower to the routes. Effective utilization of PM Manpower and achievement of higher utilization rates. Ensure that the monthly maintenance schedule is systematically adhered to and no schedule is missed out. Ensure the safety & quality of PM work at site. Monitoring estimated and actual maintenance time for each PM job § Audit of monthly servicing vouchers of the branch. Periodic audit visit to the sites to implement necessary corrective actions, if any. Callout Management Check callback history to act on repeated callbacks Ensure timely troubleshooting of all breakdown & shut down calls § Responsible for callback reduction Act as a point of escalation whenever client calls are not resolved on time Technical Responsibilities Define, implement and ensure that the team follows the Standard Operating Procedures as defined by the Management. Train your team on company’s service parameters. Reduction of Installation cycle time for all products related to the maintenance site. Ensure that safety rules and procedures are enforced at the site. Ensure quality installations at maintenance sites. Ensure that the team works on audit reports and clear snags if any. Find ways to improve efficiency; minimize PM consumption time by each activity and minimize call-out attendance time. Monitor the SLA performance of the technicians for all troubleshooting-related calls and identify reasons for deviations if any. Repairs & TIS Management Responsible for revenue generation from Maintenance Repair works (TIS) Make sure TIS leads are converted into TIS offers (quotations) on time Approve estimations/quotations sent to the client Ensure that client approval on TIS Offers is received as quickly as possible Ensure timely completion & quality of TIS work at sites Ensure that TIS works are completed to the satisfaction of the client Find ways to improve efficiency and minimize repair work time consumption Ensure that timely invoicing of TIS works as per agreed ‘terms and conditions Ensure timely follow-up & receipt of payments for all TIS-related works Ensure that all expired EMD / BGs are received on time from the client and returned to HO Material Management Ensuring timely collection and distribution of required materials Responsible for the usage of consumables under control Responsible to ensure smooth material management at sites by the team Ensuring stock is updated on a monthly basis and maintained at the required level Manpower Management Conduct weekly progress meetings with Supervisors and necessary meetings with technicians. Identify the training needs of the staff members and organize suitable training programs Train the staff on customer etiquette and customer management Conduct periodic ‘Performance Development Appraisal’ of team members and guide them to improve their performance & build their career path using ‘Performance Development Plan’. Ensure the team is motivated and contributes their maximum Ensure adherence to the Maintenance Department / HR / company policies. Ensure attrition is kept minimum and suggest ways for staff retention Customer Management Develop and maintain relationships with owners, building managers, officials, etc, in order to manage & grow service and modernization businesses. Ensure categorization of Key customers and visit them at least once a quarter. Meeting with clients for a satisfaction survey. Ensure feedback is collected from all the customers Review client feedback and monitor customer satisfaction scores monthly. Address customer complaints on a timely basis and set systems to ensure that repeated complaints are not received from the same customer Ensuring Company Image building among clients and in the Market using own strategies and Ideas. Expand maintenance base within established guidelines. Ensure a Minimum of 5 different ‘reference sites’ are available for customer visits at any point in time. Government Jobs Make sure that comapany is registered / license is renewed with all Government entities Make sure that ‘OEM’ Clause is mentioned in all the tenders where company lifts are involved Make sure that there is no ‘OEM’ Clause, in case of Non-company lift tender is floated Before Tender submission, make sure all necessary technical surveys are taken from the site Monitor the ‘GAP’ period and coordinate with the respective Government client to ensure the Tender is floated and awarded ‘On-Time’, without any gap. After the Tender is floated, attend Tender meetings with Government officials in case of any clarifications, modifications, etc Make sure that the Tender is awarded in our favor After the Tender award, submit all the necessary documents as per the Tender Co-ordinate with Technical Team and make sure that 100% of the Scope of Work is done and there is no room for Penalty Make sure that invoicing (RAR, Measurement Book (MB), etc) is done ‘on time’ Make sure that there is no penalty or deductions applied in our RAR / MB Responsible for collection of outstanding payments Make sure that Expired EMDs, PBG/ SD are collected from respective clients within 7 days of expiry Make sure that the ‘Old Lift Materials’ are taken out of their respective site within 7 days of completion of works. Miscellaneous Activities Ensure that Sign Boards and job cards are displayed on each site. Ensure that FMS is updated on time and used effectively to improve the productivity Verify submitted MIS information, scrutinize ‘the efficiency’ of the technicians, and take necessary corrective actions to improve the overall performance of the Maintenance Team. Responsible for coordination with the back office and/or other departments, where necessary. Adherence to client-specific policies, procedures, etc. (ex: PWD, MES, etc) Adherence to company Safety & Quality policies; Smooth Implementation of new policies, methods, etc § Any other tasks as may be assigned by Management / Branch from time to time Reports: Timely verification, updation, and reply of Outstanding reports from HO Verification, updation, and reply of AMC, ANR, Lost report from HO Verification & updation of Team Chart report Verification of MIS report Any other specific reports as and when required by HO Supervision Exercised: Technicians Supervisors Repair Technicians Personal Qualities (Essential): Technical knowledge of lift & escalator parts, Installation & repair works Strong Sales & Negotiation skills Ability to work under pressure Good organizational skills Good Leadership / Managerial skills Good Customer Relationship skills Good written & oral command of English Good inter-department relationship