Service Account Manager, Penang Position
2 weeks ago
About the Role:
We are seeking a skilled Service Account Manager to lead our field service team in Penang. As a key member of our team, you will be responsible for managing daily activities, planning customer routes, and maintaining customer satisfaction while balancing financial goals and ensuring safety compliance.
Key Responsibilities:
- Performs service project management within the branch, assisting with scheduling, estimation, manpower analysis, material logistics, and establishing performance standards.
- Provides customer support and ensures customer happiness, leading Front Line Service Professionals to drive labor and material growth.
- Supervises and coordinates the activities of service technicians and others in delivering quality service to customers.
- Plans and ensures technical support is available for field and sales personnel.
- Manages team budget and overhead accounts as assigned, providing input to drive Labor and Material growth and identifying sales leads through the Front Line Service Professionals.
- Drives operational excellence for the service team to our customers by predetermining financial and non-financial objectives.
- Responsible for estimating reviews for all business assigned and sets/supervises goals and gross margin delivery and profitability.
- C coordinates with Client Services and Sales representatives to provide estimating reviews in channels of growth potential, including renewable service agreements, expanded scope of renewal base, new service agreements, field proposals, retrofit projects, and unscheduled repair.
- Ensures the compliance of safety programs, ISO procedures, and ethics policies are being met.
Requirements:
- Minimum 6 years of experience in the related field (HVAC or M&E).
- Bachelor's Degree in engineering or equivalent.
- Demonstrated ability in managing a team (Technicians and Engineers).
- Strong experience in interacting with building owners, customers, dealers, and contractors.
- Experience in leading the development and growth of service operations (knowledge in green & energy solutions is a plus).
- Good interpersonal and time leadership skills.
- Capable of working efficiently in a fast-paced environment under pressure and excellent attention to detail.
- High level of expertise in MS Office software, including Outlook, Word, and Excel.
- Experience in using Service tools such as Service Max will be advantageous.
- Good command of English communication (oral and written communication skills).
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