Job Title

About Smart Joules: Smart Joules is a pioneering energy efficiency company committed to eliminating energy waste through intelligent automation and data-driven solutions. Our in-house IoT-based BMS platform,DeJoule , has been deployed across major hospitals, industries, and commercial buildings to enable sustained energy savings. As we scale rapidly, we’re looking for a high-performing After-Sales Lead to ensure exceptional post-commissioning performance and customer satisfaction across all our sites.Role Summary: Lead - Service & Maintenance (Automation) will be responsible for managing the service and maintenance of Building Management Systems (BMS) and IoT-based automation systems across a multi-city portfolio. You will oversee a team of regional Service Engineers, ensure technical KPIs like Automation Uptime, Data Quality Index (DQI), and Savings through Automation are consistently met, and drive service-related revenues. This is a performance-driven, cross-functional role demanding a blend of technical expertise, customer handling, and leadership skills.Key Responsibilities: Service Delivery & Performance Management: Lead the service and maintenance function for all BMS and IoT automation systems across deployed sites. Ensure Automation Uptime, DQI, and energy savings targets are met consistently. Drive proactive maintenance, bug resolution, and continuous improvement practices to maximize system reliability. Team Leadership & Coordination: Manage and mentor a team of Service Engineers located in different cities. Monitor regional workloads and service execution to ensure optimal deployment of resources. Review KPIs for each site and team member, and drive accountability and ownership. Customer Engagement & Retention: Maintain regular communication with key facility and engineering stakeholders across client sites. Address escalations and ensure rapid closure of service requests. Conduct periodic reviews with clients to demonstrate automation performance, identify pain points, and propose enhancements. Revenue Growth from Service: Identify opportunities for annual maintenance contracts (AMCs), paid upgrades, and value-added services. Drive service revenue targets through existing client engagement and upselling initiatives. Process Excellence & Reporting: Define and implement SOPs for service workflows, ticketing, preventive maintenance, and documentation. Maintain structured reporting on uptime, energy savings, SLA compliance, and revenue tracking. Coordinate with the Product and Projects teams to relay field insights for product improvement and standardization.Top expectations from this role : 1. Deliver High System Performance and Uptime Ensure that all deployed BMS and IoT systems consistently meet performance benchmarks such as Automation Uptime > 95%, Data Quality Index (DQI) > 90%, and energy savings targets. Implement proactive maintenance, remote diagnostics, and service protocols to minimize downtime and maximize reliability. 2. Lead and Scale a High-Performing Service Team Manage and mentor a geographically distributed team of Service Engineers across key cities. Build strong ownership within the team by tracking KPIs, ensuring SLA compliance, and driving timely ticket closures and preventive maintenance activities. 3. Drive Customer Satisfaction and Service Revenue Growth Strengthen client relationships by delivering measurable outcomes, handling escalations effectively, and providing performance insights through structured reviews. Identify and execute upselling and AMC opportunities to meet service revenue targets and contribute to overall business growth.Key Performance Indicators (KPIs): Automation Uptime (%) Data Quality Index (DQI) Energy Savings Achieved through Automation Ticket Closure SLA Adherence Customer Satisfaction (CSAT/NPS) Service Revenue Target AchievementQualifications: Bachelor’s degree in Engineering (Electrical, Electronics, Instrumentation, Mechanical). 6–10 years of experience in BMS or IoT-based system maintenance, with at least 2 years in a leadership or supervisory role. Hands-on knowledge of BMS platforms, HVAC controls, sensors, and networking fundamentals. Experience in managing cross-location service teams is a must. Exposure to energy efficiency or building automation applications is highly desirable.Desired Skills: Strong analytical and problem-solving abilities. Excellent people management, communication, and stakeholder handling skills. Proficiency in service ticketing systems, reporting tools, and Excel. High ownership mindset and ability to drive measurable outcomes.What We Offer: A mission-driven organization with strong growth in clean-tech and energy efficiency. Competitive compensation, with variable incentives linked to performance. Exposure to next-gen automation platforms and energy-saving technologies. Opportunity to lead a national service function and grow into senior leadership roles.