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Carrier Service Account Manager in Harrisburg, Pennsylvania

Date Posted:

2020-10-08-07:00

Country:

United States of America

Location:

CAP27: ALC- Harrisburg 6345 Flank Drive, Harrisburg, PA, 17112 USA

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, balanced, 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!

Summary

The Service Account Manager position is responsible for the profitable execution, growth, and happiness of their customer base.

As a leader in the organization, the role is responsible for driving the efficiency, development, internally 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.

Job 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 settle 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. Connect 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 an 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 the account team and drive the established renewal process to completion to ensure zero gaps 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. Demonstrate 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 raise labor needs to the area service manager.

  • Improve account delivery efficiency by embracing sophisticated 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.

Experience and Qualifications

  • Very strong written and verbal communication skills.

  • Strong business and accounting acumen.

  • Ability to multitask and prioritize 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.

Education

  • 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 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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