Service Project Manager

Service Agreement Manager

Location: Lynnwood, WA Starting Salary Range: $87,000 - $120,000/year; depending on experience

Classification: Exempt Must be eligible to work in the U.S. - Sponsorship not available

Position Overview: Provide service client relationship and account leadership for all assigned Service Agreement accounts. Improve and maintain client satisfaction through regularly scheduled (proactive) on-site meetings and performing customer care activities. Increase the amount of UMC Services we provide, adding equipment, additional properties and other UMC lines of business with assigned accounts. Simplify the process for customers by being their sole point of contact for all issues related to the account. Support the efforts of the Service department to achieve its annual revenue, margin, and safety goals.

Key Responsibilities:

• Develop and maintain excellent client relationships through outstanding, proactive customer service.
• Responsible as primary point of contact for assigned accounts.
• Customer visits must be a priority to be in person at the client's location(s).
• Provide account leadership to become the clients mechanical preferred provider.
• Supervise Account Specialist assigned by conducting weekly, monthly, and annual coaching, mentoring, and training.
• Ensure budgets (specifically including hours) are established, tracked, and reported for all Service Agreements (SA), Quick Response (QR), and Recommended Repairs (RR) Work Orders.
• Prepare and lead AIM 'Stand and Deliver' for accounts as directed by Sr. Director and or Director.
• Provide SA Addendum estimating, proposal, and turnover (internal). (To note: Initial addendums for new SA are completed by the salesperson). Addendums to be reviewed by the Field Manager prior to sending to the client.
• Identify Service project opportunities and provide leads to Project Managers from all accounts you are assigned.
• Identify upselling and cross selling opportunities.
• Be knowledgeable about all purchases for all assigned accounts.
• Collaborate all parts, supplies, materials, equipment, consumables, tools, and stock for Work Orders, and fleet "vehicle warehouses."
• The Field Manager is responsible for purchasing all "vehicle warehouse" stock, small tools, specialty tools, and consumables. Dispatch is responsible for ordering all parts, supplies, materials, and third-party rentals that are delivered directly to the customer location(s). The Account Specialist Manager is responsible for ordering materials for the monthly Service Agreement visits. The Project Manager(s) are responsible for ordering equipment (non-rentals). Equipment is generally defined as plumbing fixtures, rotating/powered equipment (i.e. Pumps and fans), tanks, and pressure vessels.
• This role is responsible for reviewing and approving all purchase order invoices over $5,000.
• Review all purchase orders invoices above $5,000 and all subcontractor invoices, for all SA's, QR's, and RR's Work Orders you are assigned.
• Setup new contracts in either Vista or Build Ops. Salesperson schedules and leads internal Turnover meeting(s), at which time the AS takes over after the first visit is completed. Account Specialists lead the Debrief meeting after the first visit is completed.
• Lead Customer Kickoff meetings (external) for SA's, QR's, and RR's. The salesperson schedules and leads this meeting, AS takes over after the first visit is completed. Account Specialists lead the Debrief meeting after the first visit is completed.
• Provide Service Agreement annual revi