Service Account Manager

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Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

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 forecast, drive and deliver results 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.

• Possesses strong technical/product knowledge.

• Manages more experienced team according to established programs and objectives.

• Quality Issue Management

• 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.

• Coaches team members to ensure operational achievements are met.

• Maintains training and audit/assessment programs to ensure implementation and effectiveness of internal controls.

Required Qualifications:

• Technical degree in HVAC/mechanical discipline with 5 years of experience in Building Automation and Controls, OR a Bachelor's degree with 3 years of experience in Building Automation and Controls

Preferred Qualifications:

• Excellent written and verbal communication skills.

• Business and accounting acumen.

• Ability to multitask and manage multiple issues concurrently.

• Knowledge of HVAC control and mechanical systems.

• Demonstrated experience in project management, including planning, execution, and tracking of deliverables.

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

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

• Ability to manage in a team environment with 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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