Service Account Manager

Service Account SpecialistThe Service Account Specialist is responsible for coordinating service activities, scheduling resources, and managing service agreements, time-and-material projects, and retrofit work to ensure exceptional customer satisfaction. This role oversees project execution, supports service sales efforts, manages customer relationships, coordinates materials and subcontractors, and provides technical and operational leadership to maximize productivity, profitability, and service performance while ensuring timely communication and project delivery.ResponsibilitiesCoordinates with the Service Coordinator if applicable to manage the scheduling of specialists for all service agreements.Coordinates with the Service Coordinator if applicable to manage the day to day scheduling for emergency and T&M projects.Coordinates with the Service Coordinator if applicable to manage service retrofit projects.Coordinates with the Service Coordinator if applicable to manage the receipt, verification for accuracy, and entering of service work orders and employee time sheets.Is engaged with service customers, meeting and exceeding our commitments to our customers.Provides ideas and technical support to customer and service sales as required for the generation of additional work to be added to the TSA, performed as T&M, or booked as service retrofit.Coordinates with service sales as applicable for TSA renewal and escalation.Routinely performs customer QA's informally as well as formally when scheduled.Follows up on customer issues in a timely fashion as established by customer and employees insuring timely, accurate, and pertinent communication as required both verbally and/or in writing.Provides project management on TSA's, T&M, and service retrofit work.Coordinates with the Material Coordinator to ensure employee truck stocks are kept accurate and material used from them is replaced in an accurate and timely fashion.Works closely with the Collections department and other employees as required insuring timely collections for T&M, service agreements, and service construction.Coordinates material orders and timing with Material Coordinator to maximize cash flow and material handling efficiency.Coordinates with Subcontractors or internal installation team to achieve maximum value in installations.Provide support to contractors to solve building operating issues that go beyond the controls or special systems operation.Communicate with internal employees as required to ensure labor is accurate and timely and estimated productivity is achieved in all areas.Provide leadership and input to others as requested or required to assist in the accurate estimation, design, installation, start up, commissioning, and training for building systems.Communicate with external organizations as required such as consulting engineers, building owners, and other contractors to ensure accurate and timely engineering.Provide support for ongoing service engineering and support for existing building systems.Keep service management system updated and employ it to achieve maximum productivity.Other duties as assigned.Required QualificationsHigh school diploma or equivalent required.Minimum of 5+ years of experience in HVAC controls, building automation systems, electronics, special systems, field service, construction technology, or a related technical field.Equivalent technical experience gained through military service, apprenticeship programs, trade schools, or on-the-job training may be considered in lieu of formal education, as determined by local management.Basic proficiency with computer systems, including Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).Minimum of 5+ year of experience troubleshooting and configuring computer hardware, software, or network-related issues.Strong verbal and written communication skills with the ability to effectively interact with customers, coworkers, and management.Demonstrated ability to resolve customer concerns and work collaboratively to achieve successful outcomes and high levels of customer satisfaction.For HVAC Controls positions: working knowledge of HVAC system operations and building mechanical systems.Preferred QualificationsAssociate's degree (2-year technical degree) in HVAC, Electronics, Electrical Technology, Building Automation, or a related technical discipline.Bachelor's degree in Electrical Engineering, Mechanical Engineering, Construction Management, or a related field preferred.7+ years of experience in building automation systems, HVAC controls, life safety systems, fire alarm systems, electrical systems, or related technical industries.Experience commissioning, programming, troubleshooting, or servicing HVAC controls and building automation systems.For Special Systems positions: knowledge of NFPA codes, fire alarm systems, and applicable fire and life safety regulations.Advanced computer troubleshooting and networking knowledge.Experience working directly with customers in technical support, field service, construction, or facility operations environments.Proven ability to manage multiple priorities, solve complex technical problems, and work independently with minimal supervision.Physical DemandsIn general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.While performing the duties of this job, the employee is regularly required to stand, climb, walk, sit, push, pull, squat, crawl, and stoop. The employee is regularly required to use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus. The use of power tools will be required to effectively perform this position. The employee must occasionally lift and/or move up to 50 pounds and may be required to work at heights over 1.8m (6 feet)Working ConditionsIn general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.While performing the duties of this job, the employee will be exposed to outdoor weather conditions, work on job sites, may be required to travel to and from job site locations, may work in a typical office environment, and is occasionally exposed to construction equipment. The noise level in the work environment is usually moderate. Confined space entry may be required. High work may be required.Additional InformationCompensation: $100,000 - $150,000Working Hours: This position generally works Monday- Friday, overtime and on call when necessaryTravel Requirements:Benefits: MedicalDentalVisionFlexible Spending Accounts401K w/ company matchLife/AD&D/LTDPaid Vacation/Sick/HolidaysEmployee Assistance ProgramPet InsuranceEqual Employment Opportunity Statement This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, and other categories protected by federal, state or local law.Equal Opportunity Employer, including disability / veterans.All your information will be kept confidential according to EEO guidelines.U.S. and Canada Privacy NoticeUnited States and Canada residents have the right to receive additional notices about their personal information. To learn more, click here.French Privacy Notice French Canadian residents have the right to receive additional notices about their personal information. To learn more, click here. Reasonable Accommodations If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, you can reach out to our HR team for support at View email address on click.appcast.io . Please note our HR representatives do not have visibility of application or interview status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this jobIndefinite U.S. work authorized individuals only