Account Manager - Service

SUMMARY:

Responsible for developing long-term customer relationships and maximizing account penetration and customer retention with building owner accounts.

 

ACCOUNTABILITIES:Strategic Account Management

·  Provides knowledge and consultation in the form of developing HVAC system related solutions for the customer’s problems, including financial and performance-based considerations. 

·  Utilizes Account management process to identify key customers and to develop specific action plans to grow identified accounts.

·  Consistently ascertains customer needs and current market opportunities.  Assembles and coordinates acquisition team as needed for customers and projects. 

·  Identifies potential opportunities with existing and new customers.

·  Converts leads into opportunities by assigning the appropriate sales process, identifying the required sales team members, making assignments, and communicating the next steps in the process.

·  Develops multiple relationships with buying influences in the customer’s organization, including facility manager, project managers, project engineers, and purchasing. 

·  Develops and executes an account specific business plan to identify the long term, mutual support requirements required to facilitate a strong, profitable and successful partnership. 

·  Provides total account business reports and annual forecasts.

·  Maintains an acceptable rate of business acquisition. Tactical Account Management

·  Provides quotes for service repairs, change outs, IAQ, and energy solutions including quotes for time and material as well as fixed price services.

·  Contacts responsible parties for purposes of securing renewal of service contracts.

·  Prepares and submits required management activity reports.

·  Collects project data and compares to the office’s capabilities.

·  Gathers or validates preliminary information and performs facility walk­through to determine level of opportunity.

·  Develops, evaluates, and discusses possible solutions with customer.

·  Estimates project by analyzing and integrating equipment, controls, subcontractors, and services for each project using Trane business systems.

·  Develops preliminary project fulfillment schedule.

·  Prepares and finalizes preliminary/final proposal.  Enters customer/project information into business systems. 

·  Validates the preliminary proposal with customer.

·  Determines proposal price and selling strategy.

·  Prepares, negotiates, and reviews agreement/project scope.

·  Presents/reviews proposal and/or contract with all buying influences negotiating scope of agreement/project.

·  Follows up with buying influences.

·  Prepares transition documents and communicates project readiness for assignment to operations team.

·  Resolves major deviations from scope with team after Project Scope Validation.

·  Assists customers in answering technical questions on HVAC systems, Trane Products, and relevant industry issues.

· Flexibility to work outside normal work hours, as required.

 

EDUCATION/EXPERIENCE:

Bachelor’s degree in engineering, engineering technology or business management or equivalent and three to five years experience in facilities or HVAC services; or equivalent combination of education and experience.  Working knowledge of HVAC systems, service agreements, and Microsoft Office products required.