Service Account Manager

The Service Account Manager (SAM) is responsible for delivering an exceptional service experience to our customers, both internal and external. This role manages their own projects to include estimating costs for labor, materials, equipment, and hiring subcontractors. They will also participate in the on-call rotation.

Review and resolve customer disputes. Communication with customers, technicians, and vendors will be required daily which includes providing follow up proposals in a timely manner. They will bridge the gap between customers and technical staff while providing status updates to the appropriate parties.

DUTIES/RESPONSIBILITIES:

• Review work orders daily for accuracy, follow up, and quality control before assigning to billing.
• Communicate opportunities, issues, and trends to management.
• Perform rotating duties as the on-call supervisor during evening, weekend, and holiday hours.
• Bridge the knowledge gap between customer and technical staff.
• Estimate repair and replacement costs including labor, materials, equipment, subcontractors, create proposal and submit to customer in a timely manner (consistent with the urgency of the situation).
• Daily communication with customers, technicians, and vendors via phone, email, and text.
• Assist Service Material Coordinator in warranty claim process.
• Create work orders, order materials/equipment, and hire subcontractors.
• Project Manage customer-approved follow up proposals.
• Keep customers informed on the status of repairs.
• Review unapproved A/P invoices, monitor PO batch, enter in a timely manner, and add relevant notes to work orders.
• Attend all company, office, and department meetings (input expected).
• Periodically invite customers to appreciation events.
• Work as a collaborative member to a high performing and cohesive Service Team.
• Complete time entry daily using appropriate payroll codes.
• Proactively engage in all aspects of company safety program.

OTHER DUTIES:

Provide input to Service Field Supervisor regarding any technician issues.

Must be available for occasional calls on weekends and after hours to support the team.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice.

REQUIRED EDUCATION, EXPERIENCE, AND PROFICIENCIES:

• Proficient in the use of computers.  Programs include: Microsoft Outlook, Excel, Word, and will become proficient in Vista software.
• Expected to attend classes at PCC for Refrigeration I, II, III and Electrical I, II, III for basic HVACR knowledge.
• Technical acumen is required – must be able to develop a working knowledge of HVACR. 
• HVACR Service department experience preferred but not required.
• Proficient verbal and written communication skills.
• Excellent attention to detail, time management, project management, and organizational skills.
• Continuous self-improvement and proactive mindset.
• Ability to build strong relationships cross-functionally.
• Ability to handle sensitive and proprietary information with discretion and confidentiality.
• Take initiative to proactively solve problems and think critically.

PHYSICAL DEMANDS:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds regularly.
• Occasionally climb up and down ladders, scaffolds, and other climbing devices.
• Must be able to load and unload packages with and without dollies in various types of weather.
• Ability to maintain focus while multi-tasking and continuously be aware of surroundings.