Job Description

A full-service HVAC/R contractor, delivering quality service to Commercial, Industrial, and Foodservice customers since 1987, is looking to add a Service Account Manager to their growing team of professionals near Atlanta, GA.

We are seeking a high-level and experienced Service Account Manager (SAM) to provide the best quality customer service with our growing customer base. 

JOB RESPONSIBILITIES: 

• Provide customer support and build relationships with through site visits, phone and email conversations.
• Provide Sales stemming from demand Service and Maintenance contract visits.
• Manage Service contract annually and adjust for customer needs and maximum profitability.
• Executes financial performance and customer satisfaction of all related scope and functions of assigned accounts plus the ability to identify, scope and sell (independently or in a team) additional solutions to their customers.
• Manages accounts for all assigned service customers providing outstanding customer satisfaction and retention.
• Serves as the main contact for all service product lines including: Service Agreement additions, time, and Material, installed service projects.
• Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner.
• For A customers, may support and aid service salespeople in job take-off, product application, estimating, customer demonstration and performing site surveys and audits.
• For B and C customers, manages the assigned accounts in their entirety. Identifies adds, upgrades, and escalations to assigned service agreement and Installed service project to meet customer needs and improve system efficiency.
• Develops account strategies and sells independently or in a team environment, depending on the account (more independently as higher in level) (A) accounts.
• Leads quality assurance activities that lead to account renewals on assigned accounts and customer satisfaction.
• Develops, implements, and executes labor and material plans for all assigned service agreements, including, extras, T and M and Installed Service jobs.
• Ensure that the work plan and preventative maintenance schedule is followed as outlined in the Service Agreement and project management tasking fulfills assigned account commitments and labor requirements.
• Works with the service coordinators to plan manpower skills and availability, documentation, workload balance and resolves schedule conflicts.
• Ensures project profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures.
• Assists with revenue and staffing forecasting activities.
• Reviews all labor related project estimates prior to customer proposal and booking.
• Assist in pricing decisions with the Service Manager or Sales Engineer.
• Responsible for direct supervision of field personnel including write up of performance appraisals.
• Participate on special assignments and/or assist in developing and implementing customer training aimed at improving customer knowledge.

QUALIFICATIONS:

• High school diploma, GED, or suitable equivalently
• 3+ years of Commercial HVAC Service experience
• 2+ years of training in HVAC 
• Understanding of advanced principles of air conditioning, refrigeration, and heating
• Valid driver’s license

Company Description

SBC is a search firm recruiting Engineers, Technicians and Management positions for manufacturing companies. Except for our internal recruiter positions, all positions are full-time, direct-hire positions with the manufacturing company.