Building Automation Service Account Manager
Description
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About This Role
Supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.
Key Responsibilities
Adheres to all Automated Logic Contracting Services and customer safety standards. Promotes safety awareness on work sites.
Forecast, monitor, and document financial performance against plan
Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities
Recruit, interview, hire, and train technicians as required to meet workload demands, and company or customer expectations and requirements
• Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction
Communicate regularly within the team to ensure that personnel are being scheduled and dispatched properly by skill level, efficiency, and training requirements
Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company
Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable
Manage, review, and secure Assurance Agreements
Required Qualifications
Associate’s Degree or 3+ years working in Building Automation
2+ years of experience working with commercial HVAC
2+ years of customer service management
5+ years of experience utilizing Microsoft Suite
Preferred Qualifications
Bachelor's degree in Business Management or Engineering preferred
Familiarity with Building Automation, preferably with WebCTRL
Experience with SalesForce.com, ServiceMax, ERP, and other business applications
6+ years of commercial service management work experience
Working knowledge and understanding of commercial HVAC systems
Technical aptitude with knowledge of local building codes and an ability to use resources at hand to develop solutions
EEO/AAP Statement
The ability to quickly analyze considerable global seed market information and be able to process and synthesize the data to make critical decisions.
Excellent communication, analytical and negotiation skills with some experience leading team transformation.
Must be able and willing to travel across national and international borders 25-50% of the year.
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