Senior Supervisor, Field Services (Chiller Systems)

About the role

Carrier is hiring a Senior Supervisor of Field Services (Service Manager for Heavy Team) in Singapore, responsible for chiller system maintenance and repair work. The role covers managing a team of service technicians, handling customer relationships, quality issues, financial performance and end-to-end service delivery.

Key responsibilities

• Coordinate, prioritize and resolve issues raised by the Singapore team on chiller system maintenance and repair.
• Optimize the use of manpower, standard time, equipment and energy.
• Escalate key issues that could impact the business and manage the team according to established programs and objectives.
• Manage quality issues, contact customers, collect feedback and maintain good customer relationships.
• Respond to customer complaints and carry out satisfaction investigations to set up improvement plans.
• Forecast, monitor and document financial performance against plan.
• Recruit, interview, hire and train technicians, and manage a team of direct reports and a few in-house subcontractors.
• Manage end-to-end service delivery, from contract renewals to service delivery and accounts receivable, using systems such as Salesforce, ServiceMax and SAP.
• Engage with subcontractors from quotation comparison to site deliverables and invoicing.
• Drive EHS initiatives, raise awareness and monitor compliance.
• Ensure adoption of tools such as Salesforce, ServiceMax, SAP, Digital, Tech Quoting and the SA renewal bot.
• Own branch-level KPIs including productivity, field expenses, SA/SR revenue, renewal/capture/conversion rates, contract margins, PM completion and connected assets targets.