Service Account Manager

Position Overview: The Service Accounts Manager for Controls Fire Security will be responsible for managing, maintaining, and growing relationships with key service accounts. This role focuses on ensuring customer satisfaction, driving service revenue growth, and providing strategic guidance on fire and life safety systems, building automation, and control solutions. The manager will actively seek opportunities for revenue generation, service contract renewals, and upselling additional services while maintaining a high standard of technical service delivery.

Key Responsibilities:

Account Management Relationship Building:

• Build and nurture strong, long-term relationships with key service clients in the controls and fire security sectors.
• Serve as the primary point of contact for customer inquiries, concerns, and technical support needs.
• Ensure exceptional customer satisfaction through proactive communication and resolution of any issues.
• Identify new opportunities for service contracts and additional business within existing client accounts.

Revenue Generation:

• Actively pursue revenue growth by upselling service contracts, upgrades, and additional product offerings (e.g., monitoring, system enhancements, and compliance testing).
• Work closely with sales teams to identify new business opportunities within your accounts.
• Provide accurate forecasting and pipeline management to achieve or exceed service revenue targets.
• Develop and implement strategies to increase customer retention, reduce churn, and maximize account profitability.

Technical Operational Expertise:

• Provide technical oversight and guidance for the service delivery of controls, fire, and security systems.
• Monitor the performance of service contracts and ensure that service delivery meets or exceeds agreed-upon SLAs (Service Level Agreements).
• Work closely with technicians and service teams to ensure timely and efficient execution of service calls, preventative maintenance, and inspections.
• Stay up-to-date on industry trends, compliance regulations, and technological advances in fire safety, life safety, and building control systems.