Service Account Manager - Automated Logic

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Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

At Automated Logic, we'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. Our products 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

This role will be responsible for the New York City service area. 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. Coordinates, prioritizes, and resolves issues encountered by a more experienced team/multiple teams.

• Manage field engineers through training, scheduling, and performance reviews.
• Ensure team is optimizing their time on projects and properly entering billing hours.
• Ensure proper documentation and communication to customers, subcontractors, and department managers.
• Oversee project completion, expenses, and quality control.
• Conduct interviews with potential field engineers.
• Coordinate with Project Managers and Branch Operations Managers to allocate resources and manpower to optimize the completion of projects.
• Complete 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.
• Provide technical assistance when needed.

Required Qualifications

• High School Diploma or GED
• 5 years of experience managing an HVAC or Controls Service Team
• 2 years of experience in a customer facing role
• 1 years in MS Office and advanced estimating/execution tools. 
• Valid Driver’s License

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Experience with managing scope of service contracts
• Very strong written and verbal communication skills
• BS degree with engineering core
• 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.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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