Service Account Manager - Automated Logic

Carrier•Waukesha, WI

4d•Onsite

About The Position

The Service Account Manager will lead a team of experienced Field Service professionals or team leaders, overseeing processes and procedures to ensure quality and consistency in solving client issues. Optimize the sourcing strategies to allocate manpower efficiently, coaching team members, and own standard customer agreements and service levels. At Automated Logic, we've been developing and supporting intelligent building solutions that have helped customers, including small businesses to Fortune 500 corporations, operate their buildings more efficiently for over 40 years. Our products help reduce energy consumption, lower utility, operating and maintenance costs, and improve indoor air quality, occupant comfort, and productivity. Technology that supports the buildings and industry of today and tomorrow requires a wide range of talents and skill sets.

Requirements

High School Diploma or GED
2+ years of experience in the HVAC controls or Mechanical Contracting Project Management
1+ years of experience with the Microsoft Office Suite
Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs.
Valid and current Driver’s License and can be insurable by the company’s insurance.

Nice To Haves

Bachelor’s Degree from a recognized college or university.
5+ years of experience in a Service Management role.
Field experience and an understanding of the installation and operation of Automated Logic Controls and ability to understand/navigate third party control systems and integrations.
Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines.
A true team player who has the customer’s best interests first and foremost.

Responsibilities

Responsible for overall team safety performance and adherence to established programs and protocols.
Coordinates, prioritizes and resolves issues encountered by a more experienced team/multiple teams across multiple geographic locations.
Optimizes the sourcing strategies to allocate manpower efficiently across multiple geographic locations.
Drive technological improvements within service portfolio.
Perform discovery through routine client touchpoints and engage account executives to develop opportunities to closure.
Determines how to solve complex escalated issues that would impact the business and provides recommendations for solutions to executive leadership.
Quality Issue Management.
Contacts key stakeholders to resolve complaints and establish the appropriate improvement plan.
Coaches team members to ensure operational objectives are met.
Establishes and maintains training and audit/assessment programs to ensure the implementation and effectiveness of internal controls.
Owns standard customer agreements and service levels.
Assists with forecasts of service financial goals and metrics, reports on monthly results.