FM Engineer (HVAC & Mechanical)

• Manage a large portfolio of residential AMC customers and ensure consistent service quality and customer satisfaction. • Handle customer complaints and escalations as a primary responsibility, investigate root causes, coordinate corrective actions, and ensure timely resolution. • Communicate professionally with customers regarding technical issues, service delays, repair recommendations, quotations, and resolution timelines. • Conduct customer visits when required to resolve recurring complaints, major breakdowns, and service-quality concerns. • Oversee preventive, corrective, and reactive maintenance activities for HVAC and mechanical systems. • Possess strong technical knowledge and practical experience in VRF/VRV air-conditioning systems, including troubleshooting, fault diagnosis, and repairs. • Manage and troubleshoot chilled water systems, including piping, valves, control components, and associated equipment. • Oversee ETS room maintenance, including heat exchangers, strainers, control valves, sensors, and system performance checks. • Supervise chilled water pump maintenance, including inspection of mechanical seals, bearings, alignment, vibration, leakage, and pump performance. • Manage maintenance of split AC, ducted split, package units, AHUs, FCUs, ventilation systems, and associated mechanical equipment. • Plan and allocate daily jobs to HVAC and MEP technicians, monitor productivity, and ensure timely job completion. • Monitor SLA compliance, pending jobs, repeat visits, preventive maintenance schedules, and service quality. • Review technical reports, identify root causes of failures, recommend corrective actions, and verify completed work. • Verify AMC coverage, identify chargeable works, review quotations, and ensure customer approvals are obtained before proceeding with additional works. • Coordinate with customer service, sales, procurement, stores, and subcontractors to ensure smooth operations and availability of required materials. • Monitor operational costs, technician utilization, material consumption, and repeat visits to improve productivity and profitability. • Ensure technicians follow company procedures, HSE requirements, and safe working practices. • Prepare regular reports on customer complaints, resolution status, SLA performance, job status, technician productivity, and maintenance activities. • Bachelor's Degree in Mechanical Engineering. • Minimum 5 years of experience in HVAC, mechanical maintenance, and facilities management. • Excellent customer-handling, communication, negotiation, and complaint-resolution skills are essential. • Proven experience managing customer escalations and resolving service-related issues professionally and effectively. • Strong practical experience in VRF/VRV systems is mandatory. • Hands-on knowledge of chilled water systems, ETS room maintenance, and chilled water pump maintenance is mandatory. • Experience managing residential maintenance contracts, technicians, and high-volume service requests. • Good understanding of AMC scope, SLAs, preventive maintenance, corrective maintenance, and customer service. • Knowledge of electrical, plumbing, civil works, and other building infrastructure maintenance will be an added advantage. • Strong troubleshooting, leadership, planning, and problem-solving skills. • Proficiency in MS Office and CAFM/CRM systems. • Valid UAE driving licence is must requirement. Ideal Candidate: A customer-focused FM Engineer who can independently manage a large B2C portfolio, take ownership of customer complaints from initial reporting through final resolution, coordinate field teams effectively, and apply strong HVAC and mechanical expertise to deliver reliable maintenance services and improve customer retention.