Position: Service Account Manager

Description:

We are 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.

Summary:

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 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 determine 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. Communicate with 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 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 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 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.

Skills:

Project management, hvac, service management, Account management, program management, Sales engineering, hvac design, hvac installation, Sales, Engineering

Additional Skills & Qualifications:

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.

Experience Level:

Expert Level

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.