Service Contracts Specialist

Mesa Energy Systems•Bakersfield, CA

1d•Onsite

About The Position

We are a full-service HVAC, building automation, chiller, and retrofit contractor with a reputation for combining high-quality consulting services with customized energy solutions. Our integrated, single-source solutions include turnkey in-house capabilities with design assistance, as well as engineering applications and automated control systems. The Service Contracts Specialist will be responsible for the service contract renewal process. This position ensures our customers know their business is appreciated and that their needs and concerns are our upmost priority. This will be measured by retaining a greater percentage of our existing service contract base, which will be accomplished by evaluating our performance in communication, documentation, thoroughness, site surveys, technician performance, timeliness, and sense of value.

Requirements

Degree in Business Administration or equivalent experience.
3+ years of customer service experience required.
Advanced MS Word, Excel, Outlook, and PowerPoint skills
Must have demonstrated strong mechanical aptitude.
Must have strong verbal and listening communication skills.
Experience working independently at customer sites preferred.
The ability to solve problems and act with appropriate urgency.
Valid driver’s license required.

Responsibilities

Active management of service contract renewal processes to include obtaining PO’s, contract performance management, and determine renewal increase percents needed to maintain agreement margin goals.
Maintain a list of all maintenance contracts for the local branch.
Begin the renewal process for maintenance contract renewals 90 days before expiration.
Lead a contract renewal meeting with the service operations team and the sales account manager, if applicable.
Contact the customer to discuss the contract renewal a minimum of 60 days before the expiration date.
Interview the customer and document the reasons for all cancelations.
Participate in all new maintenance contract kickoff meetings.
Meet with current maintenance contract customers to gain insight into our service performance. Document customer responses and issues from these visits.
Perform site surveys, interviews, and other checks to ensure our quality of service.
Present new technology and enhanced PM services when appropriate.
Report all findings, customer opinions, pictures, and results to branch leadership.
Perform other duties as assigned.