Plumbing Account Manager - SPG Group

Cox•Randolph, MA

6d•Onsite

About The Position

The Account Manager – Service Projects Group (SPG) is responsible for developing and managing client relationships while identifying, estimating, selling, and supporting the execution of commercial plumbing projects, including plumbing infrastructure, domestic water, sanitary/storm drainage, gas piping, fixtures, water heaters, backflow prevention, and related building systems. This position reports to the SPG Sales Manager. This role operates as a “seller-doer” position, owning opportunities from initial customer engagement through project closeout. The Account Manager works directly with building owners, facility managers, property management firms, hospital engineering/facilities teams, and occasionally general contractors to identify building system improvement opportunities and deliver solutions ranging from small service projects to larger equipment replacements, infrastructure upgrades, code-compliance work, and system improvements. Projects typically range from $10,000 to $250,000, with occasional projects exceeding $1 million. Most work is performed directly for building owners and facility managers, requiring strong relationship development and a proactive approach to identifying opportunities within existing client accounts. Experience working in hospital, healthcare, pharmaceutical, research institute and higher education environments is a strong plus. The role requires strong relationship management skills, technical understanding of commercial plumbing systems (domestic water, sanitary/storm drainage, gas piping, fixtures, water heaters, backflow prevention), medical gas systems (per NFPA 99), and the ability to manage projects through the full lifecycle, including estimating, proposal development, project coordination, and financial closeout—while ensuring compliance with applicable codes including the Massachusetts State Plumbing Code (248 CMR) and medical gas standards. Success in this role requires balancing customer satisfaction with disciplined financial management. The Account Manager is expected to develop profitable project opportunities, manage commercial risk, and contribute to the long-term growth and scalability of the Service Projects Group and the expanding Plumbing Division.

Requirements

Experience in mechanical construction, plumbing service, commercial facilities work, or related building infrastructure
Strong understanding of commercial plumbing systems (domestic water, sanitary/storm, gas piping, fixtures, water heaters, backflow), medical gas systems, process piping, or related building infrastructure
Experience estimating or managing mechanical, plumbing, or medical gas projects preferred
Working knowledge of the Massachusetts State Plumbing Code (248 CMR), NFPA 99, medical gas systems, and process piping is preferred, with specialized work coordinated through qualified internal resources
Experience working in hospital, healthcare, pharmaceutical, research institute, and higher education environments is a strong plus
Ability to build and maintain strong client relationships
Strong organizational and project management skills
Financial awareness and ability to manage job profitability
Ability to independently develop project scope and pricing from field observations
Experience working with union mechanical or plumbing labor environments preferred
Excellent communication and problem-solving skills
Working knowledge of project management, ERP, and CRM software (BuildOps, NetSuite, or similar platforms) preferred

Nice To Haves

Massachusetts Journeyman or Master Plumber license, or medical gas certification, is a strong plus but not required

Responsibilities

Build and maintain strong relationships with building owners, facility managers, property management groups, and hospital/healthcare facility engineering teams
Identify and develop project opportunities within existing and new client accounts across HVAC, plumbing, and medical gas systems
Maintain regular contact with clients to understand facility needs, upcoming capital projects, code-driven upgrades, and medical gas and process pipe system requirements
Expand relationships within existing client organizations to identify additional project opportunities
Position Cox Engineering as the preferred mechanical, plumbing, and process pipe partner for system upgrades, replacements, and code-compliance work
Develop annual account plans for key customers
Identify and develop capital planning opportunities 12–36 months in advance to support customers’ long-term facility objectives
Conduct periodic business reviews with strategic clients
Actively grow the project portfolio through opportunity development and strong client relationships
Walk project sites with customers to evaluate plumbing and process piping system needs, condition, and code compliance
Identify project scope and develop practical, cost-effective solutions for commercial mechanical system upgrades, plumbing infrastructure improvements, medical gas system work, equipment replacements, and code-required projects
Prepare project estimates including labor, materials, subcontractors, equipment, and permit considerations
Develop and present proposals to clients
Coordinate internally with Operations, Plumbing leadership, and the Master Plumber of Record to ensure pricing reflects labor realities, code requirements (including 248 CMR and NFPA 99), and execution needs
Develop phased replacement strategies for aging plumbing equipment, domestic water, sanitary, gas, fixture, and process pipe systems
Recommend energy efficiency, water conservation, backflow prevention, and medical gas system reliability improvements
Help customers prioritize capital investments based on operational needs, lifecycle costs, code compliance risk, patient-care continuity (in healthcare settings), and budget objectives
Evaluate equipment and system condition and remaining useful life to help customers make informed repair-versus-replacement decisions
Maintain ownership of projects from award through closeout while coordinating with SPG Operations, Plumbing field supervision, and project management resources as required
Initiate awarded projects within the company’s project management system (BuildOps)
Procure major equipment and materials and coordinate with vendors
Conduct project kickoff meetings with field supervisors and technicians
Maintain communication with customers throughout project execution, with particular attention to infection control, patient care continuity, and infection-control risk mitigation when working in hospital environments
Monitor project financial performance including labor and material costs
Partner with SPG Operations and Plumbing leadership to deliver projects safely, profitably, on schedule, and in full compliance with applicable codes (including 248 CMR and NFPA 99) while remaining the primary customer contact throughout execution
Serve as the single point of accountability for the commercial success of assigned projects, ensuring customer expectations, operational execution, code compliance, and financial objectives remain aligned throughout the project lifecycle
Own the financial performance, profitability, and gross margin of an assigned portfolio of projects and customer accounts
Coordinate project invoicing and ensure timely billing
Support collections when required to ensure timely payment
Collaborate with Accounting and Accounts Payable to ensure timely invoicing, resolve billing issues, and support effective cash flow management
Review project financial performance throughout execution and implement corrective actions when labor productivity, material costs, or projected margins deviate from expectations
Collaborate with SPG Operations, field supervisors, Service teams, Plumbing Division leadership, and the Master Plumber of Record to ensure smooth project execution and code compliance
Partner with Service Operations and Plumbing Service teams to identify project opportunities generated through service calls, deficiencies, recurring repairs, equipment condition, code requirements, and customer capital planning
Maintain accurate opportunity tracking and pipeline visibility within the company CRM system
Participate in regular sales and project review meetings
Ensure proper project turnover and documentation throughout the project lifecycle
Foster strong cross-functional relationships with Service Operations, Dispatch, Project Support, Purchasing, Service Coordinators, Accounting, and Plumbing Division leadership to ensure seamless execution from opportunity development through project closeout
Communicate proactively across departments to align priorities, resolve issues, and maintain exceptional customer service
Support continuous improvement by identifying opportunities to improve communication, processes, estimating accuracy, and operational efficiency
Achieve annual revenue, gross margin, and profitability objectives
Maintain an accurate and active sales pipeline within the CRM
Develop and expand relationships within assigned customer accounts to drive repeat business and long-term customer retention
Deliver projects that meet or exceed profitability, schedule, safety, code compliance, and customer satisfaction expectations
Consistently grow personal project portfolio through proactive opportunity development across plumbing, and process piping, and medical gas work
Contribute to the overall growth and profitability of the Service Projects Group and the Plumbing Division