Note: The job is a remote job and is open to candidates in USA. Trane Technologies creates comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation. The Service Operations Manager - Key Accounts provides leadership for service repair, upgrades, service agreements, new equipment installation, field service coordination, project management, risk mitigation, budgeting, and customer satisfaction for key accounts.
Responsibilities
- Assist with P&L prep, provide monthly revenue forecasting, help drive service agreement base growth, repairs/installation/service turnkey growth by partnering with the acquisition team (sales)
- Risk mitigation - responsible for managing risk in service work areas
- Oversee the service coordination function to respond efficiently to customers, ensure technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the nation. This includes emergency repair, regular maintenance contracts, scheduled work and upgrades, installations, replacement components, and long-term service agreements
- Effectively attract, coach, counsel, train and develop all service project managers. Drive continuous improvement through company performance management process and technical product training programs available. Develop employee skill levels, including customer service, process and technical skills to the highest degree possible
- Managing expense budgets for service PM team
- Ensure that standard service work processes for PMs are created and followed. Improve transactional processes impacting the customer experience and increase overall customer satisfaction
- Ensure compliance / SLAs are adhered to for Key Account customers
- Up to 15% travel
Skills
- 5+ years experience in HVAC or a related field, technical systems (or equipment or skilled trades)
- 3+ years experience managing and coaching large teams and organizing work schedules
- Project management skills to oversee and drive successful project execution for startups and customer requests
- Tech-savvy with expertise in Microsoft applications. Salesforce experience considered an asset
- Must possess a valid driver's license for a minimum of 12 months, with no major or frequent traffic violations included, but not limited to: DUI, Hit & Run, License Suspension, Reckless/Careless Driving or multiple smaller infractions or preventable collisions in the previous 3 years
- We prioritize practical experience, relevant skills, and alignment with our leadership principles
- Proven, seasoned people leader with a demonstrated ability to foster a positive, high-performance culture while coaching, developing, and retaining talent
- Strong strategic planning and execution experience, with the ability to assess business needs, identify opportunities, and implement effective service strategies
- Responsible for developing and driving service strategies for key accounts to ensure strong customer relationships, operational excellence, and long-term growth
- Ability to balance people leadership with business strategy, aligning team performance and customer service objectives with broader organizational goals
- Up to 15% travel
- Strong technical aptitude or experience in HVAC or a related industry is a plus
Benefits
- Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
- Family building benefits include fertility coverage and adoption/surrogacy assistance.
- Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
- 401K match up, educational and training opportunities through company programs along with tuition assistance and student debt support.
Company Overview
Company H1B Sponsorship