Service Account Manager

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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

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

• Responsible for overall team safety performance and adherence to established programs and protocols.

• Lead the development of your assigned team including project managers and the entire technical team. Through regular 1 on 1 meetings, establish and drive learning plans to ensure individual growth and development.

• Assign training with consideration of greater area budget; ensure completion and assignment of work commensurate with newly learned skills as business needs demand. 

• Partner with HR and area leadership to determine individual performance and course corrections as needed.

• Drive team discovery, quoting, approval and execution of field service work, enabling account expansion opportunity and T&M growth within assigned portfolio targets.

• Forecast team deliverables including service agreement cost expectations, T&M revenue and project POC revenue for assigned accounts monthly. 

• Communicate with area service manager and operations manager status’ that roll up to area forecast.

• Drive financial results as determined by area management for each product assigned. 

• Service agreement revenue/margin, T&M revenue and margin as well as owner direct project revenue and margins as assigned.

• Act as account consultant with assigned clients. 

• Drive account improvements, identify expansions and partner with sales and leadership to build technology roadmap with account stakeholders ensuring a premier position within our customer base.

• Own the successful on time renewal of your agreement account base. Engage account team and drive established renewal process to completion to ensure zero gap in booking and revenue targets.

• Estimate service agreements. Using the approved tools of the organization, estimate service agreements, both new and renewal to support the overall objective of the organization and sales effort. 

• Review and approve all team labor related agreement and project related estimates prior to acceptance and booking.

• Plan agreement execution. Leverage account planning strategy for the team and drive to balance workload throughout the year identifying capacity within the team to perform out of

• scope project and T&M work to achieve labor utilization goals. Identify and escalate labor needs to area service manager.

• Improve account delivery efficiency by embracing advanced tools that ensure value delivery while driving cost out of the business to targets determined by the area service manager.

• Drive technological improvements within service portfolio. Perform discovery through routine client touchpoints and engage account executives to develop opportunities to closure.

• Achieve 50% direct charge percentage through direct account management, project management, support and account development.

• Ensure all back office processes are maintained accurately including team time and expense reconciliation, reporting and auditing, expense and tool control, and proper and accurate documentation of service work performed.

Required Qualifications 

• High School Diploma or GED

• 2 years of experience in Customer Service

• Must have a valid Driver's License

Preferred Qualifications 

• Written and verbal communication skills.

• Ability to multitask and manage multiple issues concurrently.

• Proficiency in MS Office and advanced estimating and execution tools required. 

• Team environment and leadership skills.

• Technical degree with HVAC/mechanical core preferred.

• BA degree with project management core and 2-5 years relevant experience.

• Business and accounting acumen.

• Knowledge of HVAC control and mechanical systems.

• Project management skills.

• Experience with cloud based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.

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RSRCAR 

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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