Service Account Manager - Automated Logic

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety, and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality, and transportation, they improve lives, empower critical industries, and ensure safe transport of food, lifesaving medicines, and more. Since inventing modern air conditioning in 1902, they lead with purpose: enhancing the lives we live and the world we share. They continue to lead because of their world-class, inclusive workforce that puts the customer at the center of everything they do.

To learn more, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About ALC

At Automated Logic, they've been developing and supporting intelligent building solutions that have helped customers, including small businesses to Fortune 500 corporations, operate their buildings more efficiently for over 40 years. Their solutions help reduce energy consumption, lower utility, operating, and maintenance costs, and improve indoor air quality, occupant comfort, and productivity. Technology that supports the buildings and industry of today and tomorrow requires a wide range of talents and skill sets.

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

• Leads team of intermediate to experienced Field Service professionals.
• Reviews escalated issues, establishes and maintains a good relationship with key customers, and responds to escalated complaints from high-profile customers.
• Responsible for maintaining training and audit/assessment programs and training field service staff.
• Captures and resolves issues encountered by a more experienced team/multiple teams.
• Manages field engineers through training, scheduling, and performance reviews.
• Ensures team is optimizing their time on projects and properly entering billing hours.
• Ensures proper documentation and communication to customers, subcontractors, and department managers.
• Oversees project completion, expenses, and quality control.
• Conducts interviews with potential field engineers.
• Coordinates with Project Managers and Branch Operations Managers to allocate resources and manpower to optimize the completion of projects.
• Completes required documentation for employees and projects.
• Contacts customer, collects feedback, and establishes and maintains a good relationship with key customers.
• Responds to customer complaints and carries out the customer satisfaction investigation and establish the appropriate improvement plan.
• Possesses strong technical/product knowledge.
• Coaches team members to ensure operational achievements are met.
• Provides technical assistance when needed.

Required Qualifications

• A High School Diploma or GED.
• 3+ years of experience in account management, project management, service operations, or customer relationship management.
• 1+ years of experience managing customer portfolios, coordinating service delivery, or driving customer satisfaction within a fast-paced environment.
• 1+ years in MS Office and advanced estimating/execution tools.
• A valid Driver’s License.

Preferred Qualifications

• Experience with managing scope of service contracts.
• Very strong written and verbal communication skills.
• An BS degree with engineering core or a BA degree with project management.
• Strong business and accounting acumen.
• Ability to multitask and manage multiple issues concurrently.
• Knowledge of HVAC control and mechanical systems.
• Strong project management skills.
• Experience with cloud based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.
• Strong team environment and leadership skills.

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives.
• Retirement Benefits: Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation.
• Disability: Short-term and long-term disability.
• Life Insurance and Accidental Death and Dismemberment.
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account.
• Tuition Assistance.

Work with us

To learn more about their benefits offering, please click here.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.

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