Service Account Manager - Automated Logic

Carrier•Kennesaw, GA

3d•$64,500 - $129,500•Onsite

About The Position

The Service Account Manager position is responsible for profitable execution, growth and satisfaction of their customer base. As a leader in the organization, the role is responsible for driving the productivity, development and retention of your team. You will project, drive and deliver results both within the team and assist in developing client relationships. As a leader and owner of service relationships, your goal is to identify and deliver opportunity, as well as drive account penetration to achieve overall business targets.

Requirements

High School Diploma or GED
3+ years of experience in account management, project management, service operations, or customer relationship management
1+ years of experience managing customer portfolios, coordinating service delivery, or driving customer satisfaction within a fast-paced environment
1+ years in MS Office and advanced estimating/execution tools
Ability to travel domestically up to 25%
Valid Driver’s License

Nice To Haves

Experience with managing scope of service contracts
Very strong written and verbal communication skills
Bachelors Degree in Business, Engineering or Technical discipline
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.
Manage field engineers through training, scheduling, and performance reviews.
Ensure team is optimizing their time on projects and properly entering billing hours.
Ensure proper documentation and communication to customers, subcontractors, and department managers.
Oversee project completion, expenses, and quality control.
Conduct interviews with potential field engineers.
Coordinate with Project Managers and Branch Operations Managers to allocate resources and manpower to optimize the completion of projects.
Complete required documentation for employees and projects.
Contacts customer, collects feedback, and establishes and maintains a good relationship with key customers.
Responds to customer complaints and carries out the customer satisfaction investigation and establish the appropriate improvement plan.
Possesses strong technical/product knowledge.
Coaches team members to ensure operational achievements are met.
Provide technical assistance when needed.