Service Account Manager - Automated Logic

Carrier • San Antonio, TX

1d • $64,500 - $129,500

About The Position

The Service Account Manager position is responsible for profitable execution and growth of service agreements, and driving satisfaction of their customer base. You will plan, drive and deliver financial and operational results in conjunction with all other branch departments, and will be responsible for strengthening client relationships. As a leader and owner of service relationships, your goal is to identify and capitalize on service opportunities, as well as drive account penetration to achieve overall business targets.

Requirements

• High School Diploma or GED
• 4+ years of experience managing an HVAC or technical team
• 2+ years of experience in a customer facing role
• Valid Driver’s License

Nice To Haves

• Experience with managing scope of service contracts
• Very strong written and verbal communication skills
• BS degree with engineering core
• BA degree with project management
• Strong business and accounting acumen.
• Ability to multitask and manage multiple issues concurrently
• Knowledge of HVAC control and mechanical systems.
• Strong project management skills.
• Experience with cloud based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.
• Strong team environment and leadership skills.

Responsibilities

• Leads team of intermediate to experienced Field Service professionals.
• Reviews escalated issues, establishes and maintains a good relationship with key customers, and responds to escalated complaints from high-profile customers.
• Responsible for maintaining training and audit/assessment programs and training field service staff.
• Coordinates, prioritizes, and resolves issues encountered by a more experienced team/multiple teams.
• Drive discovery, quoting, approval and execution of field service work, enabling account expansion opportunity and T&M growth within assigned portfolio targets.
• Forecast team deliverables including service agreement cost expectations, T&M revenue and project POC revenue for assigned accounts monthly.
• Communicate with area service manager and operations manager status’ that roll up to area forecast.
• Drive service financial results (revenue and margin) as determined by area management for each project and account assigned.
• Act as account consultant with assigned clients.
• Drive account improvements, identify expansions and partner with sales and leadership to build technology roadmap with account stakeholders ensuring a premier position within our customer base.
• Own the successful on time renewal of your agreement account base.
• Engage account team and drive established renewal process to completion to ensure zero gap in booking and revenue targets.
• Estimate service agreements. Using the approved tools of the organization, estimate service agreements, both new and renewal to support the overall objective of the organization and sales effort.
• Review and approve all team labor related agreement and project related estimates prior to acceptance and booking.
• Plan agreement execution. Leverage account planning strategy for the team and drive to balance workload throughout the year identifying capacity within the team to perform out of scope project and T&M work to achieve labor utilization goals.
• Identify and escalate labor needs to service manager.
• Improve account delivery efficiency by embracing advanced tools that ensure value delivery while driving cost out of the business to targets determined by the service manager.
• Drive technological improvements within service portfolio.
• Perform discovery through routine client touchpoints and engage account executives to develop opportunities to closure.
• Achieve 50% direct charge percentage through direct account management, project management, support and account development.
• Ensure all back office processes are maintained accurately including team time and expense reconciliation, reporting and auditing, expense and tool control, and proper and accurate documentation of service work performed.

Benefits

• Employees are eligible for benefits, including:
• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED