Service Sustainability Manager

Job Summary

The Service Sustainability Manager plays a critical role in ensuring the reliable performance of bbp’s energy management solutions and delivering high standards of customer satisfaction. This role oversees service operations, ensures compliance with engineering best practices, drives maintenance excellence, and supports commercial growth through close collaboration with internal teams and clients.

Key Responsibilities

1. Operational Excellence & Technical Oversight

• Manage and monitor the performance of bbp and client systems to ensure ongoing energy savings and contract compliance.
• Provide expert technical support for escalated customer issues and coordinate resolution efforts across internal and external teams.
• Approve critical repair and maintenance works, ensuring alignment with engineering standards.
• Conduct site visits to troubleshoot persistent or high-impact issues and lead the development of resolution plans.
• Collaborate with the Data Analytics team to improve automation of performance tracking, fault detection, and reporting.

2. Emergency & Crisis Management

• Lead response efforts to emergency situations, including diagnosis and recovery planning.
• Investigate critical field issues and performance deviations, conduct root cause analysis, and escalate when necessary.
• Ensure business continuity through effective resolution of system failures or disruptions.

3. Maintenance Strategy & Execution

• Plan and oversee preventive, corrective, and predictive maintenance activities to preserve system performance.
• Optimize maintenance schedules to minimize downtime and ensure cost-efficiency.
• Provide technical guidance on maintenance standards and resource planning.
• Enforce strict adherence to health and safety regulations across both internal and subcontractor teams.

4. Team Development & Leadership

• Lead and mentor a team of Service Sustainability Engineers.
• Oversee talent acquisition, training, and capability development aligned with bbp’s service strategy.
• Foster a high-performance culture rooted in collaboration, accountability, and continuous improvement.

5. Customer Engagement, Service Management & Continuous Improvement

• Act as a Customer Relationship Ambassador to enhance customer satisfaction and ensure smooth service delivery.
• Monitor and follow up on customer feedback, issues, and service requests.
• Drive timely responses and resolution from relevant stakeholders.
• Build and maintain strong relationships with clients and internal departments.
• Design and execute customer engagement strategies aimed at enhancing service value and experience.

Qualifications

• Degree or Diploma in Electrical, Mechanical Engineering, or related field.
• Certification in Refrigeration, Air-conditioning, or Energy Management is advantageous.
• Singapore Certified Energy Manager (SCEM) certification is a plus.
• Minimum 5 years’ experience in energy management, with strong field exposure to HVAC systems (e.g., chillers, AHUs).
• Hands-on experience with customer engagement, service management and/or mechanical, electrical, and control systems preferred.
• Proficient in Microsoft Office and analytical tools.
• Strong problem-solving skills and a data-driven mindset.
• Excellent communication and interpersonal skills; trusted advisor to clients.
• Able to manage multiple projects and thrive in a dynamic environment.
• Willing to travel and engage in fieldwork as needed.