Service Account Manager

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

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

Key Responsibilities

• Responsible for overall team safety performance and adherence to established programs and protocols. 
• Lead the development of your assigned team including project managers and the entire technical team.  Through regular 1 on 1 meetings, establish and drive learning plans to ensure individual growth and development.  Assign training with consideration of greater area budget; ensure completion and assignment of work commensurate with newly learned skills as business needs demand.  Partner with HR and area leadership to determine individual performance and course corrections as needed. 
• Drive team discovery, quoting, approval and execution of field service work, enabling account expansion opportunity 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.  Communicate with area service manager and operations manager status’ that roll up to area forecast. 
• Drive financial results as determined by area management for each product assigned.  Service agreement revenue/margin, T&M revenue and margin as well as owner direct project revenue and margins as assigned. 
• Act as account consultant with assigned clients.  Drive account improvements, identify expansions and partner with sales and leadership to build technology roadmap with account stakeholders ensuring a premier position within our customer base. 
• Own the successful on time renewal of your agreement account base.  Engage account team and drive established renewal process to completion to ensure zero gap in booking and revenue targets. 
• Estimate service agreements.  Using the approved tools of the organization, estimate service agreements, both new and renewal to support the overall objective of the organization and sales effort.  Review and approve all team labor related agreement and project related estimates prior to acceptance and booking. 
• Plan agreement execution.  Leverage account planning strategy for the team and drive to balance workload throughout the year identifying capacity within the team to perform out of scope project and T&M work to achieve labor utilization goals.  Identify and escalate labor needs to area service manager. 
• 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 service portfolio.  Perform discovery through routine client touchpoints and engage 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. 

Knowledge, Skills & Abilities:

• Very strong written and verbal communication skills 
• Strong business and accounting acumen. 
• Ability to multitask and manage multiple issues concurrently 
• Knowledge of HVAC control and mechanical systems. 
• 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. 
• Strong team environment and leadership skills. 

Basic Qualifications

• HS Diploma or GED
• 2+ years of experience as a Service Account Manager, Field Service Supervisor or a Project Manager.
• 1+ years of experience with the Microsoft Office Suite
• Clean and valid driver’s license

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Understanding basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Specialized knowledge of technical or operational practices.
• Bachelor’s Degree
• Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines.
• A true team player who has the customer’s best interests first and foremost.

RSRCAR

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