Mgr, Customer Svc

About Carrier

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive 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.

Building automation systems that make sense! Our Automated Logic division is a total energy solutions provider. For more than 30 years, we have been dedicated to designing easy-to-use building automation systems that provide the highest possible energy efficiency, while ensuring occupant comfort. Through our global team of company branches we offer industry-leading technology with local, on-the-ground service that is hard to beat.

Summary

The Service Account Manager position is responsible for profitable execution and growth of service agreements, and driving satisfaction of their customer base.  You will plan, drive and deliver financial and operational results in conjunction with all other branch departments, and will be responsible for strengthening client relationships.  As a leader and owner of service relationships, your goal is to identify and capitalize on service opportunities, as well as drive account penetration to achieve overall business targets.

Job Responsibilities

·       Drive 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 service financial results (revenue and margin) as determined by area management for each project and account 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 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 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.

Experience and Qualifications

·       Very strong written and verbal communication skills

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