Sr. Engineer Service / Asst. Project Manager / Asst. Service Manager/ Account Manager

Department: Service & Projects

Designation: Sr. Service Engg. / Asst. Service Manager / Asst. Project Manager /Key Account Manager

Reporting To: Service Manager / National Manager Service

Experience:- 6+ years

Job Location: Pune

1. Job Purpose To take complete ownership of service operations, project execution, customer relationship management, and business development for the assigned accounts. The role is responsible for ensuring timely service delivery, preventive maintenance, project execution, customer satisfaction, revenue generation, AMC renewals, and overall account profitability.

The position requires effective coordination with clients, internal teams, vendors, and management to ensure operational excellence, adherence to defined SLAs, timely project completion, and sustainable business growth.

2. Key Roles & Responsibilities

A. Service Operations & SLA Management

1. Ensure all customer service calls are attended to and resolved within the defined Service Level Agreements (SLAs).
2. Take complete ownership of service operations for all assigned accounts.
3. Ensure timely completion of quarterly Preventive Maintenance (PM) activities as per the agreed schedule.
4. Maintain proper service records, PM reports, and other operational documentation.
5. Ensure minimum customer escalations through proactive monitoring, timely communication, and effective issue resolution.
6. Support customers during internal and external audits by providing the required technical and service-related documentation.
7. Ensure regular client meetings and maintain effective communication through timely email updates and reports.

B. Project Management & Execution

1. Conduct site surveys and assess customer requirements for new projects and modifications.
2. Prepare Bill of Quantities (BOQ), technical solution designs, and commercial proposals in coordination with relevant teams.
3. Present proposed solutions to clients and obtain necessary technical and commercial approvals.
4. Follow up with customers on submitted quotations and ensure timely closure of opportunities.
5. Prepare and share detailed project execution schedules with clients.
6. Ensure projects are executed as per approved timelines, scope, quality standards, and budget.
7. Monitor project progress on a day-to-day basis and provide regular progress updates to customers.
8. Ensure all required safety approvals, work permits, and statutory/site-specific safety requirements are fulfilled before commencement of work.
9. Ensure commissioning activities are completed successfully and projects are handed over to customers within agreed timelines.
10. Ensure Generation of Goods Receipt Reports (GRR) is completed on the same day as material delivery.
11. Ensure proper documentation of project reports, Service Completion Reports (SCRs), PM reports, commissioning reports, and handover documents.

C. Customer Relationship & Account Management

1. Act as the single point of contact for all service and project-related matters for assigned accounts.
2.



Take complete responsibility for managing service operations and projects across the entire assigned account.
3. Build and maintain strong customer relationships through regular meetings, proactive communication, and timely resolution of concerns.
4. Ensure all client communications, commitments, and deliverables are managed professionally and within agreed timelines.
5. Provide technical guidance and training to customers whenever required.
6. Ensure high customer satisfaction and work proactively towards achieving zero customer escalations.
7. Identify customer requirements and opportunities to improve service delivery and expand the scope of business.

D. Revenue Generation & Business Development

1. Take responsibility for revenue generation from assigned accounts.
2. Ensure timely AMC renewals and initiate renewal discussions well before contract expiry.
3. Identify and develop new business opportunities within existing accounts.
4. Generate new business through customer engagement, cross-selling, up-selling, and solution-based selling.
5. Follow up on quotations and proposals to ensure timely conversion into orders.
6. Work towards achieving assigned revenue, order booking, and business development targets.

E. Team Management & Development

1. Lead, guide, and coordinate the service and project execution teams.
2. Ensure adequate technical and operational training for team members.
3. Identify team training requirements and arrange regular technical and safety training sessions.
4. Ensure the team is equipped with the necessary tools, tackles, testing instruments, and resources to execute work efficiently.
5. Monitor team performance, productivity, and adherence to safety and quality standards.
6. Ensure effective manpower planning and resource allocation for service calls and project execution.

F. Commercial & Financial Responsibilities

1. Take ownership of Accounts Receivable (AR) for assigned accounts.
2. Coordinate with clients and internal finance teams to ensure timely submission of invoices and payment follow-ups.
3. Monitor outstanding payments and proactively address payment-related concerns.
4. Support revenue realization by ensuring timely completion of service and project documentation required for billing.
5. Ensure commercial commitments and account-related financial targets are achieved.

3. Technical Knowledge, Skills & Competencies A. Technical Knowledge The candidate must possess good technical knowledge and practical working experience in the following Low Voltage (LV) systems:

1. IP-Based CCTV Surveillance Systems.
2. Addressable Fire Alarm Systems.
3. Public Address (PA) Systems.
4. Access Control Systems.
5. Gas Detection Systems.
6.



Gas Suppression Systems.

B. Technical & Troubleshooting Skills

1. Must be capable of independently troubleshooting, diagnosing, and resolving technical issues related to various LV systems.
2. Should be able to identify system faults, analyze root causes, and implement appropriate corrective actions without continuous supervision.
3. Must have hands-on experience in installation, testing, commissioning, maintenance, and servicing of LV systems.
4. Should be capable of handling critical technical issues at customer sites and coordinating with OEMs or technical support teams whenever required.
5. Must have the ability to guide and support the technical team in troubleshooting and resolving complex system-related issues.

C. Communication & Interpersonal Skills

1. Excellent verbal and written communication skills.
2. Ability to communicate effectively with customers, consultants, contractors, vendors, and internal teams.
3. Must be capable of conducting client meetings, explaining technical solutions, presenting project progress, and handling customer concerns professionally.
4. Good email drafting, reporting, and presentation skills.
5. Strong coordination, negotiation, and customer relationship management skills.

D. Managerial & Operational Competencies

1. Strong service and project management capabilities.
2. Ability to independently manage multiple customer accounts and project activities.
3. Strong leadership, team management, and decision-making skills.
4. Ability to manage priorities, meet deadlines, and work under pressure.
5. Commercial awareness with a focus on revenue generation, AMC renewals, and accounts receivable management.

4. Key Competencies & Skills Required

- Strong service operations and project management skills.
- Good technical knowledge of the products, systems, and services handled by the organization.
- Excellent customer relationship and account management skills.
- Strong communication, presentation, and negotiation skills.
- Ability to prepare BOQs, technical proposals, and solution designs.
- Knowledge of project planning, execution, commissioning, and handover processes.
- Understanding of safety standards, work permits, and compliance requirements.
- Strong commercial understanding, revenue management, and collection follow-up skills.
- Team leadership, coordination, and problem-solving capabilities.
- Ability to manage multiple service calls and projects simultaneously.
- Proactive approach towards customer satisfaction and business development.

5. Overall Accountability The incumbent shall be fully accountable for the end-to-end management of assigned customer accounts, covering service delivery, preventive maintenance, project execution, customer satisfaction, team management, revenue generation, AMC renewals, and accounts receivable. The ultimate objective of this role is to ensure operational excellence, timely project delivery, solid customer relationships, zero avoidable escalations, and consistent business growth while maintaining the highest standards of safety and quality.

📌 Sr Engineer Service/Ass Manager Service (Pune)
🏢 Vaibhav Tech Solutions (VTSPL)
📍 Pune