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.

• Responsible for managing the execution, renewal, profitability and customer satisfaction of Service Contracts and Agreements and related business for assigned key and selected accounts.
• May supervise or manage a team of field service system specialists or other resources.
• 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.
• Establishes and creates Service Contract work plan and preventative maintenance schedule and maintenance tasking using the Field Service Management System (FS) to fulfill assigned account commitments.
• With Service Coordinator and Support team, help manage the execution of all Service Agreement plans for all assigned service customers providing outstanding customer satisfaction and retention.
• Works with coordinators to plan manpower skills and availability, documentation, workload balance and resolves schedule conflicts.
• Works closely with sales on coordinating proposals, sales leads and request for proposals
• For A customers may support and provide assistance to service sales people in job take-off, product application, estimating, customer demonstration and performing site surveys and audits.
• For selected B and / or C customers, manages the assigned accounts in their entirety. Identifies adds, upgrades, and escalations to assigned agreements to meet customer needs and improve system efficiency.
• Lead Service Agreement renewals on assigned accounts.
• Reviews estimates, budgets and financial performance of individual service agreements and portfolio. Updates estimates, and budgets based upon performance analysis.
• Transitional champion of bringing completed construction jobs into a service agreement execution including participating and/or leading new Service Agreement kick off meeting.
• Support of Customer Support team including dispatching, invoicing, and service work order management and reporting.
• Leads quality assurance activities meeting with Service Agreement customers with assigned Sales Representative, as applicable. Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner.
• Manages Service Agreement profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures. Involved in estimating reviews of Service Agreements and other proposals before and after proposals and bookings
• Assists in revenue and staffing forecasting activities.
• Support a performance-based culture, both team and individual, to assure continuous improvement and alignment with enterprise vision, mission, and objectives.
• Drive employee engagement, training, and development in the key areas of safety, quality, and productivity.
• Provide direct oversight for the field team including supervisors and technicians.
• Develop and manage the department budget.
• Ensure regulatory compliance across a range of federal, state, and local agencies.
• Ensure that all quality and safety standards, specifications and policies are met, drive continuous improvements, and collaborate with the team to drive efficiencies.
• Support a culture based on open/honest dialogue and involvement with all team members that demonstrates the value of their input and engagement in improving performance.
• Support a culture of high performance and accountability in employee and site safety as well as other aspects of the business.

Requirements

• Associate 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.
• Prior experience supporting construction and field employee groups, including strong problem-solving skills, critical thinking, and self-initiative.
• Commitment to our “open door” policy and regular contact with all field employees.
• Demonstrated ability to coach managers and supervisors to use company practices for maximum effectiveness.
• Excellent written and verbal communication, interpersonal skills; high quality document and report preparation.
• Experience working in an entrepreneurial environment requiring strong multi-tasking abilities.
• Key leadership competencies in addition to high ethical standards, strong values, integrity, drive to deliver results, pride in personal and team performance, decision quality, building effective teams, and action orientation are fundamental imperatives.

• 5 years relevant work experience in the field or related 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.

Pay Rate: $40-$52/hr. DOE.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Basic Life Insurance

Voluntary Life Insurance

Short Term & Long Term Disability

Paid Vacation

Paid Sick Time

Paid Holidays

401K with Company match

Albireo Energy is an Equal Opportunity Employer