Customer Service Account Manager Jobs in Bothell, WA

JOB TITLE:
DEPARTMENT:

SERVICE ACCOUNT MANAGER
SERVICE

COMPANY INFORMATION:

Established in 1986, ATS Automation is the leading provider of energy management services, automated control systems, critical airflow solutions, and building systems integration. We aim to be the market leader in excellence in building technologies by providing the industry's best teams, engineered solutions, service support, and products.

At ATS, we custom engineer and install building automation systems to optimize buildings' mechanical and electrical systems, reduce building energy consumption, increase tenant comfort, and maximize the productivity of tenants and facilities management personnel.

Headquartered in the Pacific Northwest, with 14 offices and growing across the United States, we support and manage complex building automation and controls projects across the country. We seek out candidates from diverse backgrounds who are curious and eager to learn, have excellent communication skills, and who possess an exceptional work ethic and initiative.

ATS is committed to employee development and offers an extensive training program and ongoing advancement to all employees. Our company enjoys remarkable tenure and we take pride in our employees' ability to grow their career and find long-term success at ATS.

JOB SUMMARY:

The Service Account Manager interfaces with customers and other ATS employees across all departments and groups to fulfill the needs of our Support Agreement customers. Support Agreement planning and scheduling is the primary responsibility of the Service Account Manager, while also providing sales assistance, parts quotes, managing small projects, and participating in ongoing Energy analytics assessments. This role may also manage subcontractors and suppliers periodically. Financial responsibility increases with tenure.

DUTIES AND RESPONSIBILITIES:

• Support Agreement (SA) management includes:
  • Schedule Sales-to-Ops turnover meetings
  • Set up new agreements using company processes and internal software
  • Perform SA kick-off meeting with customers
  • Schedule all Support Agreement visits on SA Master Load Calendar
  • Ensure execution of contractual SA visits and facilitate quoted and T&M work, as well as emergency site visits as required
  • Adequately prepare customers and technicians for upcoming site visits
  • Review SA and discuss customer needs with Service Account Executives
  • Plan and schedule follow-up visits with customers
  • Maintain comprehensive records of Service work including performance of Service deliverables and company-provided training
  • Provide customers with Service work documentation and explain content
  • Receive and immediately respond to emergency requests from customers

DUTIES AND RESPONSIBILITIES (cont.):

• Financial Responsibility of SA Execution includes:
  • Review departmental financial reports for SAs on a monthly basis
  • Conduct ongoing audits on assigned SAs
  • Meet with management to review financial status of SAs
  • Work with Service Administrative team to ensure timely processing of invoices and periodically follow up on aging AR

SKILLS AND ABILITIES:

• Ability to plan, schedule, and manage approximately $600K to $750K in SA base business across numerous customers
• Maintain up-to-date knowledge of DDC Control Theory & Applications
• Understanding of fundamental Mechanical systems concepts
• Exceptional time management and organizational skills
• Ability to work on mid- to long-term projects and still be able to react to unanticipated demands for your time
• Ability to provide world-class customer service including managing customer expectations and diffusing stressful interactions
• Excellent communications and interactive skills
• Ability to work independently and unsupervised

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This position requires a presence in the Renton office with periodic customer site visits required as part of ongoing SA management. Job sites may present typical construction hazards and outdoor conditions that require the use of personal protective equipment for safety purposes. Occasional lifting and exerting force up to 20 pounds may be required. Extensive use of computers and IT peripherals required majority of the time while in the office.

COMPENSATION AND BENEFITS

• Annual base salary ranges from $62,500 - $108,000 and varies based on experience
• Benefits summary can be found at ATS Benefits

POSITION TYPE AND HOURS

• Full-time, exempt
• Typical Monday Friday working hours
• Local travel required up to 30% of the time

CREDENTIALS AND EXPERIENCE

• Engineering undergraduate degree or equivalent combination of education and experience
• Building Mechanical Systems and Controls experience
• Account management and/or project management experience

ATS is an equal opportunity employer and we are committed to complying with all federal, state, and local laws providing equal employment opportunities. When making hiring and employment decisions, we do not discriminate based on race, color, national origin, ancestry, religion, sex, gender identity, sexual orientation, marital status, pregnancy, age, military service, military or veteran status, physical or mental disability, medical condition as defined under state and federal law, or any other legally protected category. All such discrimination is strictly prohibited.

The above job description may not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.