Role Responsibilities:
- Service Sales Strategy - Develop and execute annual service sales strategy aligned with Carrier Malaysia's growth objectives and business priorities.
- Installed Base Recapture - Identify and convert Carrier-installed equipment currently outside the service portfolio, with strong focus on chillers, AHUs, FCUs and other HVAC equipment.
- Service Revenue Growth - Drive recurring service revenue through maintenance contracts, service agreements, repairs, modernization, replacement and retrofit opportunities.
- Key Account Management - Develop strategic relationships with building owners, developers, consultants, facility managers and major customers to increase share of wallet.
- Sales Pipeline Management - Build and maintain a healthy service sales pipeline, monitor opportunities, conversion rates, sales forecast and closing probability.
- Team Leadership - Lead, coach and develop Service Sales Engineers/Executives to achieve individual and team sales targets.
- Customer Retention - Strengthen customer engagement and proactively address service concerns to improve contract renewal and retention rates.
- Cross-Selling - Work closely with Service, Parts, Modernization and Equipment teams to identify cross-selling opportunities.
- Commercial Management - Ensure pricing, margins, contract terms and commercial proposals meet Carrier's profitability requirements.
- Market Development - Monitor competitor activities, market trends and customer needs to identify new service business opportunities.
- CRM & Reporting - Maintain accurate CRM records, sales forecasts, pipeline reports and performance dashboards.
- Collaboration - Work closely with Operations, Engineering, Finance, Parts, Modernization and Equipment Sales to deliver customer solutions.
Role Purpose:
- To accelerate profitable service growth by maximizing Carrier's installed base, increasing customer retention and developing strategic service opportunities across Malaysia. The Service Sales Manager will lead the service sales team to convert installed-base opportunities into long-term recurring revenue while strengthening Carrier's position as the customer's preferred HVAC lifecycle partner.
Minimum Requirements:
Education
- Bachelor's Degree in Engineering, Business, Marketing, HVAC/Mechanical Engineering or related discipline.
- Technical qualifications in HVAC/refrigeration will be an added advantage.
Experience
- Minimum 8 years' relevant experience in HVAC, building services, facilities management, engineering services or related industries.
- Minimum 3 years' experience in sales leadership / sales management, preferably within HVAC or technical services.
- Proven experience in service sales, maintenance contracts, aftermarket, retrofit or lifecycle solutions.
- Strong understanding of commercial building, industrial, data centre and/or institutional HVAC markets.
Technical / Commercial Competency
- Good understanding of chillers, AHUs, FCUs, HVAC systems and building mechanical services.
- Strong understanding of HVAC service contracts, maintenance, repair, retrofit and modernization.
- Demonstrated ability to identify and convert installed-base and third-party service opportunities.
- Strong commercial acumen, including pricing, margin management, contract negotiation and profitability.
- Experience managing sales pipeline, forecasting and CRM systems.
Leadership & Behavioural Competencies
- Proven ability to lead, coach and develop a sales team.
- Strong negotiation, presentation and communication skills.
- Excellent customer relationship and stakeholder management skills.
- Results-oriented with strong ownership of revenue and profitability targets.
- Strategic thinker with ability to translate market opportunities into actionable sales plans.
- Able to work effectively across Sales, Service Operations, Engineering, Parts, Finance and Management.
Key performance indicators:
- Service revenue growth
- Service gross profit / margin
- Installed-base recapture
- New maintenance contracts
- Contract renewal / retention rate
- Service sales pipeline coverage
- Conversion rate
- Modernization / retrofit sales
- Key-account penetration
- Sales team productivity
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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