Description

Summary of Duties:

The Service Account Administrator reports to the Branch Manager and is primarily responsible for assisting the Account Manager team by supporting them and assisting with maintaining visibility with customers.

Primary Responsibilities:

Client Relations Management

•  Assist with understanding clients’ needs, goals, and challenges to provide tailored solutions. (Daily) 
•  Assist with potential issues and address them before they impact the client relationship. (As Needed) 
• Provide exceptional customer service to enhance client loyalty and retention. (Daily)

Account Development

•  Assist with identifying opportunities for cross-selling of services (Plumbing, Controls, Etc.…) (As Needed) 

Communication  

• Effectively communicate with clients to ensure clear understanding of expectations. (Daily)
• Provide regular updates in a timely manner on project status, deliverables, and timelines. (As Needed)
• Set and maintain clear and deliverable dates. (As Needed)
• Address any issues or concerns promptly and professionally. (As Needed)
• Assist with scheduling with customer. (Daily)

Project Estimating

• Assist AM with clearly outlining deliverables, objectives, and requirements. (As Needed)
• List required resources (labor, equipment, materials). (As Needed)
• Record all estimating assumptions, methods, and calculations on estimating sheet. (As Needed)
• Assist with follow up on delivered proposal within a 2-week timeframe after proposal delivery. (Weekly)

Project Management

• Account Manager managed projects will be repairs or replacements that are under 80 hours of strictly Service Technician work, does not involve another trade, i.e., Pipefitting, Sheetmetal, Plumbing, Etc., or the duration of the project will be less than 30 days (As Needed)
• Repairs and replacements that have over 80 hours of strictly Service Technician work, involves another trade or the duration of the project will be longer than 30 days will be handed to Project Operations team to manage. (As Needed)
• Cut Purchase Orders and align subcontractors for project execution. (As Needed)
• Reach out for vendor quotes to ensure competitive pricing. (As Needed)
• Scheduling technicians through dispatch. (As Needed)
• Monitor project progress and ensure timely delivery of services. (Daily)
• Assist with providing customer with regular and detailed updates on status of all projects. (Daily)

Invoicing

• Assist with invoicing completed jobs though PowerBi and send to accounting for invoicing. (Daily)
• If invoice proofing is needed before final invoice is sent to the customer. AM will request this from the Accounting Team. (As Needed)

Problem Resolution

• Help AM with Identifying and resolve client issues or complaints in a timely manner. (As Needed)
• Work with relevant teams to find solutions and prevent recurrence of problems. (As Needed)
• Assist with ensuring clients feel valued and supported throughout any challenges they face. (As Needed)

Reporting and Analysis

• Maintain accurate records of client interactions, transactions, and communications. (Daily)
• Assist with keeping equipment current and up to date. (As Needed)
• Includes units that have been replaced. (As Needed)
• Assist with having Unit I. D’s uniform across our records and the customers. (As Needed)
• Assist with Analyzing data and metrics to track client performance and identify growth opportunities. (Annually)

Market Knowledge

• Stay updated on industry trends, competitors, and market conditions to ensure our pricing is in line with the current market trends. (As Needed)
• Use market insights to provide valuable recommendations and insights to AM. (As Needed)
• Keep AM informed of current market trends and industry regulations that influence their facilities so they can make proactive decisions. (As Needed)

Capital Expenditure Plans (CAPEX)

• Assist AM with complete and deliver a minimum of twelve (12) Capex plans for existing service agreement customers per year. (Monthly)

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands, handle, or feel; and reach with hands and arms. Some infrequent lifting is required (less than 40 lbs.)

Position Type/Expected Hours of Work This is a full-time position and hours of work and days are Monday through Friday 7:00 am to 4:00 pm. Occasional evening and weekend work may be required as job duties demand.

Required Education and Experience

1. One or more years of combined practical and academic experience in the full range of HVAC sub-fields, including the experience to analyze a typical field situation and provide a timely, correct solution.
2. Ability to successfully direct and coordinate the requirements of the customers, employees, outside suppliers, delivery schedules, and subcontractors.
3. Ability to negotiate with suppliers and vendors to ensure prompt and timely delivery at the lowest possible price.
4. Good oral and written communication skills.
5. Leadership and supervisory skills to motivate employees to higher achievements and to keep the company morale high while working with others.
6. Ability to comprehend and implement applicable HVAC related federal, state, and local governmental laws, codes, and regulations.
7. Have a valid driver's license.
8. Pass pre-employment drug screen.
9. Ability to represent the company at HVAC related social activities.
10. Familiarity with the following computer programs; Excel, Word, Access, Outlook, and Job Cost Accounting software.

AAP/EEO Statement

All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability or covered veteran status.

Supervisory Responsibility

None

Maxair Culture:

• We believe that our customer's satisfaction is the goal of our work.
• We safely provide the highest quality products and services for a fair price.
• Our employee's personal happiness and job satisfaction are critical to our success.
• We value our employees as professionals.

Compensation

• Annual salary + company bonus
• Major medical and dental coverage for employee, ability to buy-in for family.
• 10 Days paid time off annually starting 1st January of employment.
  • Pro-rated during year of hire
  • Escalates with tenure, plan details to be shared in writing upon hire.
• Seven paid holidays per year: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day & day after, Christmas Day
• Opportunity to participate in Maxair 401K program.
  • Subject to waiting period.
• Direct access to Maxair management
• Preferred scheduling of paid time off and Maxair sponsored training.