Service Account Manager - Automated Logic

About the role

The Service Account Manager is responsible for the profitable execution, growth, and satisfaction of their customer base. As a leader in the organization, this role drives the productivity, development, and retention of your team while projecting, driving, and delivering results both within the team and in developing client relationships. The goal is to identify and deliver opportunities, drive account penetration, and achieve overall business targets.

Responsibilities

• Leads a team of intermediate to experienced Field Service professionals.
• Reviews escalated issues, establishes and maintains relationships with key customers, and responds to escalated complaints from high-profile customers.
• Maintains training and audit/assessment programs and trains field service staff.
• Coordinates, prioritizes, and resolves issues encountered by experienced teams.
• Manages field engineers through training, scheduling, and performance reviews.
• Ensures the team optimizes time on projects and properly enters 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 for project optimization.
• Completes required documentation for employees and projects.
• Contacts customers, collects feedback, and establishes and maintains relationships with key customers.
• Responds to customer complaints, conducts satisfaction investigations, and establishes improvement plans.
• Possesses strong technical/product knowledge.
• Coaches team members to ensure operational achievements are met.
• Provides technical assistance when needed.

Requirements

• 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 in a fast-paced environment.
• 1+ years of experience with MS Office and advanced estimating/execution tools.
• Ability to travel domestically up to 25%.
• Valid Driver’s License.

Preferred Qualifications

• Experience with managing the scope of service contracts.
• Very strong written and verbal communication skills.
• Bachelor’s Degree in Business, Engineering, or a Technical discipline.
• 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.
• Strong team environment and leadership skills.