Jr Service Contract Manager

This position is responsible for assisting in the operation of department. An individual in this position will be expected to perform additional job-related responsibilities and duties throughout the facility as assigned and or as necessary.

Essential Functions: An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

• Assists in the retention of 95% of current and future service contract base through contract management, customer visitation, customer satisfaction surveys, customer lead generation, and support of Sales/Service OPS. Includes regular customer account site visits, meetings and reporting as required by contract.
• Executes Service Contract work plan including preventative maintenance schedule and maintenance tasking at the direction of Service Contract Manager to fulfill assigned account commitments.
• Helps manage the execution of all Service Agreement plans for all assigned service customers providing outstanding customer satisfaction and retention.
• Works with Service Department to plan manpower as required to meet service contract responsibilities.
• Works closely with sales on coordinating proposals, sales leads and request for proposals. Estimates and proposes new, small work in conjunction with Service Contract Manager to meet immediate customer needs.
• Contributes to job take-offs, estimating, customer demonstrations and site surveys and audits as directed by Service Contract Manager.
• Leads Service Agreement renewals on assigned accounts as directed by Service Contract Manager.
• Leverages organizational skills to assist in the transition of construction jobs to effectively managed service relationships and helps plan and execute new service agreement kick-off meetings.
• Coordinates with Customer Support Team including dispatching, invoicing, and service work order management and reporting.
• Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner.
• Assists in revenue and staffing forecasting activities as directed by Service Contract Manager.
• Proactively manages service contract relationships with attention to detail, clear and regular communication and a customer-first mentality.

• Associate’s degree in electronics, mechanical systems, computer technology, air conditioning or similar field is preferred, however, an equivalent combination of education and 2 years’ experience in servicing electronic and or mechanical systems (High School Diploma or GED equivalent a minimum requirement) will also be considered.

• 5 years’ relevant work experience in the field or relate area that provides the requisite knowledge, skills and abilities for the job including of increasingly responsible experience in working on electronic control and HVAC equipment. Ability to coordinate the work of others on multiple job sites.

• HVAC/mechanical system experience either through sales or in the field as a technical resource preferred.
• Proven record of high levels of customer service/satisfaction and ability to communicate clearly and effectively with customers and colleagues.
• Demonstrated ability to muti-task and manage multiple workflows with proven strategies to maintain organization and clarity around job objectives.
• Proactive and self-starting with the ability to upward manage and identify strategies for success in the role.
• Associate’s degree in electronics, mechanical systems, computer technology, air conditioning or similar field is preferred but not required.
• High ethical standards, strong values, integrity, drive to deliver results, pride in personal and team performance, decision quality, and action orientation are fundamental imperatives.

Physical

Activities:

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk, use hands and arms to handle, feel and reach, push, pull bend and twist. The employee is occasionally required to sit, climb or balance, and stoop, kneel, crouch, or crawl through narrow, enclosed or elevated spaces;

move up and down stairs. Visually inspect and locate equipment and products. Read information, often in small print. Enter and locate information on a computer system or communication device. Write documents, reports etc. using a writing instrument (e.g., pencil, pen) or computer. The employee will occasionally lift and/or move up to 25 pounds.

Working Conditions: This position is in an office…