Service Account ManagerBusiness Unit Carrier Job ID 30080808 City Canton State Massachusetts Country United States
Country:United States of America
Location:CAM69: ALC - Mass (Canton) 95 Shawmut Road , Canton, MA, 02021 USA
Service Account Manager
Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable, and high-performance buildings. Automated Logic is a unit of Carrier Corp. and is a high technology venture providing building management systems. We are the people behind intelligent buildings.
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 opportunities, as well as drive account penetration to achieve overall business targets.
Responsible for overall team safety performance and adherence to established programs and
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 opportunities 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 the 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 a 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 gaps in booking and revenue
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 agreements 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
scope project and T&M work to achieve labor utilization goals. Identify and escalate labor needs
to the 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 the service portfolio. Perform discovery through routine
client touchpoints and engage account executives to develop opportunities for 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
Strong business and accounting acumen.
Ability to multitask and manage multiple issues concurrently
Knowledge of HVAC control and mechanical systems.
Strong project management skills.
Proficiency in MS Office and advanced estimating and execution tools required. Experience with
cloud-based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.
Strong team environment and leadership skills.
Technical degree with HVAC/mechanical core preferred.
BS degree with engineering core and 2-5 years of relevant experience.
BA degree with project management core and 2-5 years of relevant experience.
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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