Service Operations Manager - Key Accounts

Trane Technologies•Davidson, NC

1d•Remote

About The Position

As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. In this role, you will be responsible for providing the leadership for all activities involving Service Repair, Upgrades/Enhancements, Service Agreements, and installation of new equipment lifetime of connectivity with that customer. Processes within that oversight include working with sales to provide timely service agreement pricing to customer support of sales through contract pricing on parts and service, field service coordination, oversight / people management for all service project managers, and customer satisfaction.

Requirements

5+ years experience in HVAC or a related field, technical systems (or equipment or skilled trades).
3+ years experience managing and coaching large teams and organizing work schedules.
Project management skills to oversee and drive successful project execution for startups and customer requests.
Tech-savvy with expertise in Microsoft applications.
Must possess a valid driver’s license for a minimum of 12 months, with no major or frequent traffic violations included, but not limited to: DUI, Hit & Run, License Suspension, Reckless/Careless Driving or multiple smaller infractions or preventable collisions in the previous 3 years.
Proven, seasoned people leader with a demonstrated ability to foster a positive, high-performance culture while coaching, developing, and retaining talent.
Strong strategic planning and execution experience, with the ability to assess business needs, identify opportunities, and implement effective service strategies.

Nice To Haves

Salesforce experience considered an asset.
Strong technical aptitude or experience in HVAC or a related industry is a plus.

Responsibilities

Assist with P&L prep, provide monthly revenue forecasting, help drive service agreement base growth, repairs/installation/service turnkey growth by partnering with the acquisition team (sales).
Risk mitigation - responsible for managing risk in service work areas
Oversee the service coordination function to respond efficiently to customers, ensure technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the nation. This includes emergency repair, regular maintenance contracts, scheduled work and upgrades, installations, replacement components, and long-term service agreements.
Effectively attract, coach, counsel, train and develop all service project managers.
Drive continuous improvement through company performance management process and technical product training programs available.
Develop employee skill levels, including customer service, process and technical skills to the highest degree possible.
Managing expense budgets for service PM team.
Ensure that standard service work processes for PMs are created and followed.
Improve transactional processes impacting the customer experience and increase overall customer satisfaction.
Ensure compliance / SLAs are adhered to for Key Account customers
Responsible for developing and driving service strategies for key accounts to ensure strong customer relationships, operational excellence, and long-term growth.
Ability to balance people leadership with business strategy, aligning team performance and customer service objectives with broader organizational goals.