Service Account Manager - Automated Logic

About the 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.
• Covers coordination, prioritization, and resolution of 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
• A BS degree with engineering core
• 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.