Service Account Manager - Automated Logic

About Carrier

Carrier Global Corporation, 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 safe transport of food, lifesaving 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 on Carrier 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 will lead a team of experienced Field Service professionals or team leaders, overseeing processes and procedures to ensure quality and consistency in solving client issues. Optimize the sourcing strategies to allocate manpower efficiently, coaching team members, and own standard customer agreements and service levels.

Key Responsibilities

• Responsible for overall team safety performance and adherence to established programs and protocols.
• Coordinates, prioritizes and resolves issues encountered by a more experienced team/multiple teams across multiple geographic locations.
• Optimizes the sourcing strategies to allocate manpower efficiently across multiple geographic locations.
• Drive technological improvements within service portfolio.
• Perform discovery through routine client touchpoints and engage account executives to develop opportunities to closure.
• Determines how to solve complex escalated issues that would impact the business and provides recommendations for solutions to executive leadership.
• Possesses strong technical/product knowledge.
• Quality Issue Management.
• Contacts key stakeholders to resolve complaints and establish the appropriate improvement plan.
• Coaches team members to ensure operational objectives are met.
• Establishes and maintains training and audit/assessment programs to ensure the implementation and effectiveness of internal controls.
• Owns standard customer agreements and service levels.
• Assists with forecasts of service financial goals and metrics, reports on monthly results.

Required Qualifications

• High School Diploma or GED
• 2+ years of experience in the HVAC controls or Mechanical Contracting Project Management
• 1+ years of experience with the Microsoft Office Suite
• Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs.
• Valid and current Driver’s License and can be insurable by the company’s insurance.

Preferred Qualifications

• Bachelor’s Degree from a recognized college or university.
• 5+ years of experience in a Service Management role.
• Field experience and an understanding of the installation and operation of Automated Logic Controls and ability to understand/navigate third party control systems and integrations.
• Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines.
• A true team player who has the customer’s best interests first and foremost.

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements. 

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up