Sr. Service Support Specialist

About The Role

Sr Service Support Specialists work with their assigned account portfolio to manage day-to-day priorities, solve client issues received by the team, ensure relationships are positive, work with the client to renew their services annually and partner with sales to ensure opportunity leads and issues are addressed timely. Responds to customer issues and requests; escalates key issues to senior management.

Key Responsibilities

• Live safety and lead by example when on a customer site. Ensure proper PPE is worn and actions adhere to established programs and protocols.
• Drive field team discovery, quoting, approval and execution of field service work, enabling account expansion opportunity and T&M growth within assigned portfolio targets.
• Using established tools, forecast deliverables including T&M quote requests and approvals for assigned accounts monthly. Communicate with service manager and operations manager status' that roll up to area forecast.
• Drive financial results as determined by area management for each product assigned. Service agreement revenue/margin, T&M revenue and margin as well as owner direct project revenue and margins as assigned.
• Act as account consultant with assigned clients. Drive account improvements, identify expansion opportunities; partner with sales and leadership to build roadmap with account stakeholders ensuring a premier position within our customer base.
• Through discovery, prepare repair quotes for equipment and systems. Prepare turnover conversation/meetings with service coordination team. Escalate proposed solution to account executive as budgeted and/or quoting work exceeds quoting threshold and solution complexity.
• Assist in the development of Support Specialists when requested. May include process familiarity, learning tools, quote development and business expectations as well as reviewing repair and agreement renewal quotes for accuracy when asked.
• Own the successful on time renewal of your agreement account base. Engage account team and drive established renewal process to completion to ensure zero gap in booking and revenue targets.
• Estimate service agreements renewals and prepare customer proposals. Using the approved tools of the organization, estimate renewal service agreements to support the overall objective of the organization and sales effort.
• Plan and communicate agreement execution roadmap with service manager and coordinator as outlined by customer communication and our best practices.
• Work with the service manager to leverage account planning strategy for assigned portfolio to help drive balanced workload throughout the year.
• Improve account delivery efficiency by communicating the value of advanced tools that ensure value delivery while driving cost out of the business to targets determined by the service manager.
• Drive improvements within assigned customer portfolio. Perform discovery through routine client touchpoints and engage account executives to develop opportunities to closure.
• Ensure all back office processes are followed including communicating with the entire account team accurately and completely in a timely manner.
• May include other duties as assigned.

Required Qualifications

• High School Diploma or GED
• 2+ years experience inside sales or operations support
• 5+ years of Experience in HVAC, mechanical systems, or building automation
• 1+ years of experience with the Microsoft Office Suite
• Valid Driver's License

Preferred Qualifications

• Associate's or Bachelor's Degree
• Building Automation and Controls Experience
• Advanced knowledge of and understanding of commercial HVAC systems
• Excellent written and verbal communication skills
• Must be well organized and excellent time management skills
• Must be able to multitask - be able to work on multiple tasks/ projects at one time
• Strong ability to problem solve
• Able to build and foster a strong and proactive team environment
• Able to coach and mentor employees

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• This position is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand, as necessary.

Work Environment

• This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

Reasonable Accommodation

• Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• Employee understands the above job description and agrees to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employee understands that the Company reserves the right to delegate, remove, expand or change any and all responsibilities. Employee acknowledges that he/she can fulfill the above duties with or without reasonable accommodation.