Service Account Specialist - Fire

Job Summary:

The Service Account Specialist will serve as a key liaison between customers, service coordinators, technicians, and internal teams to ensure the successful delivery of Fire & Life Safety service agreements, inspections, repairs, emergency service, and retrofit projects. Build and maintain strong customer relationships, coordinate resources and schedules, resolve service issues, and support project execution while ensuring timely communication, operational efficiency, and exceptional customer satisfaction.

• Coordinate with the Service Coordinator if applicable to manage the scheduling of specialists for all service agreements
• Coordinate with the Service Coordinator if applicable to manage the day-to-day scheduling for emergency and T&M projects
• Coordinate with the Service Coordinator if applicable to manage service retrofit projects
• Coordinate with the Service Coordinator if applicable to manage the receipt, verification for accuracy, and entering of service work orders and employee time sheets
• Engage with service customers, ensuring our commitment to our customers meets and exceeds expectations
• Provide ideas and technical support to customer and service sales as required for the generation of additional work to be added to the TSA, performed as T&M, or booked as service retrofit
• Coordinate with service sales as applicable for TSA renewal and escalation
• Follows up on customer issues in a timely fashion insuring timely, accurate, and pertinent communication as required both verbally and/or in writing
• Provide project management on TSA’s, T&M, and service retrofit work
• Work closely with the Collections department and other employees as required insuring timely collections for T&M, service agreements, and service construction
• Coordinate material orders and timing with Material Coordinator to maximize cash flow and material handling efficiency
• Coordinate with Subcontractors or internal installation team to achieve maximum value in installations
• Provide support and work with other contractors to solve building operating issues that go beyond the controls or special systems operation
• Communicate with internal employees as required to ensure labor is accurate and timely and estimated productivity is achieved in all areas
• Provide leadership and input to others as requested or required to assist in the accurate estimation, design, installation, start up, commissioning, and training for building systems
• Communicate with external organizations as required such as consulting engineers, building owners, and other contractors to ensure accurate and timely engineering
• Provide support for ongoing service engineering and support for existing building systems
• Keep service management system updated and employ it to achieve maximum productivity
• Travel up to 40% within the state, with occasional overnight stays
• Other duties as assigned

• Minimum of high school diploma.
• At least 5 years of Executive Level Customer Service experience.
• At least 2 years of Sales Experience and/or Account Management.
• Proficient in computer systems, including the MS Office Suite of products.
• Clear and concise communication skills, both verbal and written.
• Empathy and creativity in understanding and resolving issues to achieve successful outcomes for customers and employees.
• Demonstrated experience in effectively assisting both internal teams and external clients/customers.
• Clean driving records

• Technical degree related to Fire Protection and Life Safety Systems.
• Undergraduate degree in Electrical, Mechanical, Construction Management, or other related studies.
• At least 2 years of experience in Fire Protection and Life Safety Systems.
• At least 4 years of Sales Experience and/or Account…