Service Operations Manager - Key Accounts
About The Position
As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, Trane Technologies is committed to putting the planet first. Sustainability is central to their business, and they invite individuals who see impactful possibilities in the world's challenges to join them in making a better future. Trane is hiring for a Service Operations Manager - Key Accounts to lead all activities related to Service Repair, Upgrades/Enhancements, Service Agreements, and new equipment installation, ensuring lifetime connectivity with customers. This role involves managing processes such as working with sales on service agreement pricing, providing contract pricing for parts and service, coordinating field service, managing service project managers, and ensuring customer satisfaction.
Requirements
- 5+ years of experience in HVAC or a related field, technical systems (or equipment or skilled trades).
- 3+ years of 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.
- 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.
- 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.
Nice To Haves
- Salesforce experience is considered an asset.
- Strong technical aptitude or experience in HVAC or a related industry is a plus.
Responsibilities
- Assist with P&L preparation and provide monthly revenue forecasting.
- Drive growth in service agreement base, repairs, installations, and service through partnership with the acquisition team (sales).
- Manage risk in service work areas.
- Oversee the service coordination function for efficient customer response, ensuring appropriate technician training and skill balance, and leveraging national resources for emergency repairs, maintenance contracts, scheduled work, upgrades, installations, replacement components, and long-term service agreements.
- Attract, coach, counsel, train, and develop service project managers.
- Drive continuous improvement through company performance management and technical product training programs.
- Develop employee skill levels in customer service, process, and technical skills.
- Manage expense budgets for the service PM team.
- Ensure creation and adherence to standard service work processes for PMs.
- Improve transactional processes impacting customer experience and increase overall customer satisfaction.
- Ensure compliance and adherence to SLAs for Key Account customers.
Benefits
- Health insurance
- Holistic wellness programs with generous incentives
- Family building benefits include fertility coverage and adoption/surrogacy assistance.
- Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
- 401K match
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
