Key Account Manager - HVAC

Position Summary

The HVAC Key Account Manager is responsible for growing recurring revenue through managing field-generated quoted opportunities from the Service Department. This role serves as the primary point of contact for customers, ensuring timely follow-up, exceptional customer service, and consistent communication throughout the sales process.

The ideal candidate possesses a strong technical understanding of commercial HVAC systems, excels at building long-term customer relationships, and is highly organized with a passion for delivering responsive service.

Field Quoted Opportunities

• Manage all field-generated repair and replacement quotations submitted by Service Technicians.
• Review technician recommendations and develop accurate customer proposals.
• Provide technical guidance to customers regarding repair versus replacement options.
• Follow up consistently on outstanding quotations to answer questions, overcome objections, and secure approvals.
• Coordinate with Service Operations to ensure approved work is scheduled promptly.
• Track quote activity, close rates, and sales pipeline.

Customer Relationship Management

• Deliver exceptional customer service with timely communication and responsiveness.
• Build trusted relationships with facility managers, property managers, building owners, and maintenance personnel.
• Serve as a reliable resource for HVAC service recommendations and technical information.
• Resolve customer concerns professionally while maintaining a positive customer experience.
• Maintain detailed customer records, sales activities, and follow-up schedules within the CRM system.

Qualifications

• Minimum of 3 years of commercial HVAC industry experience.
• Strong technical knowledge of commercial HVAC equipment, systems, repairs, and preventative maintenance programs.
• Experience preparing HVAC service quotations or preferred estimates.
• Excellent customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Self-motivated with exceptional follow-up and organizational abilities.
• Proficient in Microsoft Office and CRM or service management software.

Core Competencies

• Commercial HVAC technical knowledge
• Customer relationship management
• Service agreement sales
• Quote management and follow-up
• Consultative selling
• Communication and customer service
• Organization and attention to detail
• Time management
• Problem solving
• Team collaboration

Performance Measures

Success in this position will be measured by:

• Field quote conversion percentage.
• Timeliness of quote follow-up.
• Customer satisfaction and responsiveness.
• Revenue generated from technician-identified sales opportunities.