Job Description

: Service Accounts Manager - CFS

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.

Financial Management & Reporting:

Prepare and deliver regular reports on account status, revenue performance, and key performance indicators (KPIs). Track and manage budgets, invoicing, and financial aspects of client accounts. Ensure proper documentation and records are maintained for all service activities, including contract renewals and change orders.

Customer Training & Education:

Provide training and support to clients on the proper use and maintenance of fire security and control systems. Ensure clients are well-informed about the latest system upgrades and new offerings to enhance their operational efficiency.

Collaboration & Teamwork:

Work closely with internal teams such as sales, engineering, and field service teams to ensure customer expectations are met and exceeded. Share feedback and insights from client interactions to inform product and service improvements.

Qualifications:

Education

: Bachelor's degree in Business, Engineering, or a related field, or equivalent experience in the fire safety or building automation industry.

Experience

: Minimum of 3-5 years of experience in service account management, with a strong understanding of fire security systems, building controls, and service contracts.

Skills

: + Strong ability to generate revenue through strategic account management and upselling.
+ In-depth knowledge of fire safety regulations, controls, and security systems.
+ Excellent communication, negotiation, and problem-solving skills.
+ Strong organizational and time-management abilities.
+ Ability to work independently and manage multiple accounts simultaneously.
+ Technical aptitude for understanding system operations and service needs.

Preferred

:

Certifications in Fire Safety, Building Automation, or similar fields. Familiarity with industry-specific software and tools (e.g., service management platforms, CRM systems).

Working Conditions:

Full-time position, with potential travel to client sites. Ability to work in a fast-paced, client-facing environment. * Occasional after-hours or weekend availability may be required based on client needs.