Service Operations Manager - Key Accounts

About the Role

Trane is hiring for a Service Operations Manager - Key Accounts to join our team! In this role, you will be responsible for providing leadership for all activities involving Service Repair, Upgrades/Enhancements, Service Agreements, and installation of new equipment with a focus on long-term customer connectivity. This includes collaborating with sales to provide timely service agreement pricing, supporting sales through contract pricing on parts and service, field service coordination, oversight, and people management for all service project managers, and ensuring customer satisfaction.

Responsibilities

• Assist with P&L prep, provide monthly revenue forecasting, and help drive service agreement base growth and repairs/installation/service turnkey growth by partnering with the acquisition team (sales).
• Manage risk in service work areas.
• Oversee the service coordination function to respond efficiently to customers, ensure technicians’ training and skill level are appropriately balanced, and leverage resources across the nation. This includes emergency repair, regular maintenance contracts, scheduled work, upgrades, installations, replacement components, and long-term service agreements.
• Attract, coach, counsel, train, and develop all service project managers. Drive continuous improvement through company performance management processes and technical product training programs.
• Manage expense budgets for the service project manager team.
• Ensure standard service work processes for project managers are created and followed. Improve transactional processes impacting the customer experience and increase overall customer satisfaction.
• Ensure compliance and SLAs are adhered to for Key Account customers.

Requirements

• Up to 15% travel.

Qualifications

• 5+ years of experience in HVAC or a related field, technical systems, equipment, or skilled trades.
• 3+ years of experience managing and coaching large teams and organizing work schedules.
• Project management skills to oversee and drive successful project execution for startups and customer requests.
• Tech-savvy with expertise in Microsoft applications. Salesforce experience is considered an asset.
• Valid driver’s license for a minimum of 12 months, with no major or frequent traffic violations in the previous 3 years.

Skills

• Proven people leader with the ability to foster a positive, high-performance culture while coaching, developing, and retaining talent.
• Strong strategic planning and execution experience, with the ability to assess business needs, identify opportunities, and implement effective service strategies.
• Ability to balance people leadership with business strategy, aligning team performance and customer service objectives with broader organizational goals.
• Strong technical aptitude or experience in HVAC or a related industry is a plus.

Pay

Annual Base Salary Range: $117,673.33 - $189,800.00

Benefits

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs with generous incentives.
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
• 401K match, educational and training opportunities through company programs, tuition assistance, and student debt support.