Key Account Manager – Technical

Job Description

We are looking for an experienced Key Account Manager – Technical to oversee technical facility management operations across multiple client sites. The candidate will be responsible for ensuring smooth operations, maintenance, compliance, client satisfaction, and financial performance across all assigned locations.

The ideal candidate should possess strong technical knowledge of building management systems, HVAC, electrical systems, DG sets, UPS, plumbing, fire and life safety systems, and preventive maintenance. The candidate must have proven experience in managing multiple sites, leading technical teams, coordinating with clients, and ensuring adherence to service-level agreements (SLAs).

Key Responsibilities

1. Multi-Site Technical Operations

• Manage and oversee technical facility management operations across multiple client locations.
• Conduct regular site visits and technical audits to ensure operational efficiency and service quality.
• Monitor the performance of site engineers, facility managers, supervisors, and technical teams.
• Ensure uninterrupted operation of critical equipment and building infrastructure across all sites.
• Review site-level operational reports, maintenance schedules, breakdowns, and pending work orders.
• Implement standard operating procedures (SOPs) and ensure consistent service delivery across locations.

2. Technical Maintenance and Engineering

• Oversee preventive, predictive, and corrective maintenance of HVAC systems, chillers, electrical panels, transformers, DG sets, UPS, pumps, plumbing, and building management systems (BMS).
• Monitor equipment performance and ensure timely resolution of technical breakdowns.
• Review maintenance plans, equipment logs, energy consumption, and asset registers.
• Coordinate with OEMs, contractors, and specialized service providers for major repairs and maintenance.
• Ensure proper maintenance of fire alarm systems, firefighting equipment, emergency lighting, and other life safety systems.
• Identify recurring technical issues and implement corrective and preventive actions.

3. Client Relationship and Account Management

• Act as the primary point of contact for clients across assigned sites.
• Conduct regular client review meetings and provide updates on operational performance.
• Understand client requirements and ensure timely resolution of complaints and escalations.
• Maintain strong client relationships and improve customer satisfaction.
• Review SLAs, KPIs, scope of work, and contractual obligations to ensure compliance.
• Identify opportunities for service improvement, account growth, and additional business.

4. Team and Vendor Management

• Lead, mentor, and monitor site engineering teams across multiple locations.
• Ensure adequate technical manpower deployment, attendance, training, and productivity.
• Manage vendors, contractors, and service partners to ensure quality and timely delivery.
• Conduct performance reviews and provide technical guidance to site teams.
• Ensure adherence to company policies, safety procedures, and operational standards.

5. Compliance, Safety and Risk Management

• Ensure compliance with applicable statutory requirements, electrical safety standards, fire and life safety requirements, and client-specific policies.
• Coordinate statutory inspections, equipment certifications, and compliance documentation.
• Conduct regular safety inspections and technical risk assessments.
• Monitor closure of audit observations and ensure timely implementation of corrective actions.
• Develop and review emergency response plans and business continuity procedures.

6. Budgeting and Financial Management

• Prepare and monitor annual maintenance budgets and site-level operating expenses.
• Control maintenance costs, manpower expenses, utility consumption, and vendor costs.
• Review quotations, purchase requests, work orders, and vendor invoices.
• Monitor account profitability, cost optimization, and resource utilization.
• Identify energy-saving initiatives and opportunities to improve operational efficiency.

7. Reporting and Performance Monitoring

• Prepare and submit monthly operational and technical performance reports.
• Track preventive maintenance compliance, equipment uptime, breakdowns, complaints, and closure timelines.
• Monitor site-wise KPIs, SLA performance, client feedback, and audit scores.
• Conduct periodic operational reviews and implement improvement plans.
• Escalate critical technical risks and operational issues to senior management.

Qualifications

• Bachelor's degree or diploma in Electrical, Mechanical, or relevant Engineering discipline.

Additional Information

• 10–15 years of experience in technical facility management or integrated facility management.
• Proven experience handling multiple client sites simultaneously.
• Strong technical knowledge of HVAC, electrical systems, DG sets, UPS, BMS, plumbing, pumps, and fire and life safety systems.
• Experience in managing site engineers, facility managers, vendors, and technical service teams.
• Strong client management, stakeholder coordination, and escalation-handling skills.
• Experience in budgeting, cost control, SLA/KPI monitoring, and operational reporting.
• Proficiency in MS Excel, PowerPoint, and facility management systems.
• Willingness to travel regularly across assigned sites.

• Key Performance Indicators (KPIs)

• Technical uptime and equipment reliability across all sites.
• Preventive maintenance completion and breakdown reduction.
• Client satisfaction and complaint closure turnaround time.
• SLA/KPI compliance and audit performance.
• Budget adherence and account profitability.
• Statutory and safety compliance.
• Vendor performance and manpower productivity.
• Timely submission of operational and financial reports.