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Service Account Manager

2 months ago

Chicopee, Massachusetts, United States Carrier Full time
About This Role

The Service Account Manager position is responsible for driving profitable execution, growth, and satisfaction of their customer base in the HVAC controls industry. As a leader in the organization, the role is responsible for driving the productivity, development, and retention of their team. They will project, drive, and deliver results both within the team and assist in developing client relationships.

Key Responsibilities
  • Responsible for overall team safety performance and adherence to established programs and protocols.
  • Lead the development of their assigned team, including project managers and the entire technical team, through regular 1-on-1 meetings, establishing and driving learning plans to ensure individual growth and development.
  • Drive team discovery, quoting, approval, and execution of field service work, enabling account expansion opportunities 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.
  • Drive financial results as determined by area management for each product assigned, including service agreement revenue/margin, T&M revenue, and margin, as well as owner direct project revenue and margins.
  • Act as an account consultant with assigned clients, driving account improvements, identifying expansions, and partnering with sales and leadership to build a technology roadmap with account stakeholders, ensuring a premier position within their customer base.
  • Own the successful on-time renewal of their agreement account base, engaging the account team and driving the established renewal process to completion to ensure zero gap in booking and revenue targets.
  • Estimate service agreements using approved tools, reviewing and approving all team labor-related agreement and project-related estimates prior to acceptance and booking.
  • Plan agreement execution, leveraging account planning strategy for the team and driving to balance workload throughout the year, identifying capacity within the team to perform out-of-scope projects and T&M work to achieve labor utilization goals.
  • Improve account delivery efficiency by embracing advanced tools that ensure value delivery while driving cost out of the business to targets determined by the area service manager.
  • Drive technological improvements within the service portfolio, performing discovery through routine client touchpoints and engaging 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.
Basic Qualifications
  • High School Diploma or GED.
  • 3+ years of experience in the low-voltage subcontracting industry, including the HVAC controls industry.
  • 1+ years of experience with the Microsoft Office Suite.
  • Clean and valid driver's license.
  • Capable of climbing ladders or using other lift equipment in excess of 8 feet above grade, and capable of lifting items up to 50lbs.
Preferred Qualifications
  • Bachelor's Degree from a recognized college or university in building HVAC with a focus on building automation controls (3- or 4-year program).
  • Field experience and an understanding of the installation and operation of Automated Logic Controls and ability to understand/navigate third-party control systems and integrations.
  • Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines.
  • Strong project management skills.
  • Proficiency in MS Office and advanced estimating and execution tools required. Experience with cloud-based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.
  • A true team player who has the customer's best interests first and foremost.