Lead Customer Service Management Specialist

As a Service Account Manager will be responsible for the successful operation and maintenance of multiple MWIS Industrial and other sites assigned and reporting to the Service Senior Services Fulfillment Leader South Asia.

The incumbent should be technically strong in process and capable to identify issues, analyze and do the
troubleshooting. He should ensure plant performance and can deliver an agreed quantity and quality of
treated water and meet other KPIs (Key Performance Indicators). Provides direct oversight, leadership
and direction to the Field Services teams to ensure that operating plan targets are met or exceeded in a
safe and compliant manner. Managing customers and O&M team deployed at various locations across
India. Accountable for profitability and sustainable delivery of services. Leads all site management,
regional service management, field service management and associated customers within the region.
● Manage overall account, responsible for the effective, successful management of sites and ensuring
agreed quantity, quality, cash collection, profitability, and compliances.
● Responsible for P&L of the services account under him
● Building strong business relationships with the clients and key business stakeholders.
● Maintain a safe and healthy work environment within teams by establishing, following and enforcing
standards and procedures, complying with company and statutory regulations.
● Must be knowing the process, operation and maintenance of various water and wastewater treatment
technologies like -MBR, RO, UF, ZLD, EDR and BC..
● Overall review of services sites on regular intervals to verify the service deliverables as per service
contract.
● Communicate job expectations, planning, monitoring, appraising and reviewing job contributions by
individual/ team.
● Vendor management and maintaining associated compliances.
● Team building, employee motivation and rewards.
● Responsibilities include interviewing, selection and hiring; training new and existing employees;
planning, assigning and directing work.
● Reporting the service excellence account updates and summary to the management on regular
intervals on a monthly basis.

EHS: The incumbent should actively work and ensure adequate RA, SOP, SMP, Checklist and other EHS
related requirements. Ensure all legal requirements should comply within stipulated time. Should
practice best practices e.g., toolbox, audit, training etc. at site.
People management: Providing guidance and direction to O&M team members, monitoring
performance, and recognizing individuals. Identifying the developmental needs and helping them to
improve their knowledge, skills, and performance. Encouraging and building mutual trust, respect, and
co-operation amongst team members
Customer Management: The incumbent should be smart enough to deal with customer’s
expectations within the scope of job. Collaborating with multiple stakeholders and ensuring the result.
Services management: Establish service excellence and 9 Standards at site. Ensure all process,
operational incidents and EHS related information are reported, investigated for root cause analysis
and appropriate actions are initiated. Should proactively initiate VGP and initiate internal and external
review.

Finance: To ensure timely submission/collection of invoices and its processing. Regular follow-up for
payment collection and ensure PD should be at minimum level. Initiate necessary actions to reduce
cost of operation and maintenance.
Digital tools, Report, and review: The incumbent should be well versed with usage of
laptop/computer system -google mail and other google tools, MS Office others, prepare reports,
trends, presentations etc. for different reviews. The candidate should be competent in learning and
adopting the use of digital tools like Insight, Gensuit and RO project.