Service Project Manager - Key Accounts

at  Trane Technologies

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We’re a team that dares to look at the world’s challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
Job Summary：
Functions as a Services Team Customer Leader for the assigned Key Account(s). Responsible for the administration, implementation, and management of the service fulfillment processes in its goal of operational excellence. Responsible for the performance of the Service offering to Key Account customers in North America and is accountable for the strategy and achievement of specific account and business objectives.

SUPERVISORY RESPONSIBILITIES

Manages several customers and works with many other teams in the Service Operations process. Is responsible for the overall direction, coordination, and evaluation of the customer experience and deliverables. This is an individual contributor role with a lot of influence.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree in Engineering, Business, or applicable field; or a minimum of seven (7) years of project management, equipment, HVAC or related experience; or an equivalent combination of education and experience.
• Familiarity with HVAC systems and temperature equipment preferred.
• Ability to read, analyze, and interpret plans, specifications, contract documents, control drawings, service bulletins, technical procedure manuals, equipment specifications, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leadership, customers, and service personnel.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. And then communicate the results both internally and externally.
• Preferred but Not Required: Demonstrated knowledge of lean methodology and its application is a plus, but we welcome candidates from diverse backgrounds and experiences. We value continuous improvement and are open to training individuals who are eager to learn and contribute to our team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other functions may be assigned.

• Ensures quality standards of all service operation processes and functions required for execution of work and customer satisfaction.
• Responsible for achieving mission objectives regarding profit and management of resources such as backlog analysis, Work in Progress (WIP), overhead management, etc.
• Transition and roll out meetings with the customers and with the Trane teams involved to achieve favorable service outcomes.
• Monitor, measure, and modify process and process measurements to meet customer needs and business objectives effectively and efficiently. Also, make sure customer reporting is accurate and on time.
• Works with Trane field office and Third-party providers to get quotes, negotiate contracts, and deliver business results to the customers. Ensuring that vendor approval and compliance is up to date.
• Works as liaison between the customer, business unit/corporate, and service teams to resolve issues.
• Interacts with sales to ensure smooth hand off of projects from the sales process.
• Conducts performance appraisals of the service accounts and suggests ways to improve or better service for a more favorable customer outcome or growth in service with the clients.
• Manages performance by monitoring service personnel effectiveness and efficiency in relation to customer service and operating plan goals.
• Maintains quality standards by ensuring effective supervision and inspecting job sites.
• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and others as needed. Oversight of any investigations that might occur for assigned customers to manage proper resolution.
• Responsible for internal communications flow between service personnel, sales, and leadership team.
• Responsible for maintaining organization’s expertise of Trane and competitor’s products, product design, and requirements for installation as well as working knowledge of HVAC principles to support solutions-based business strategy.
• Reviews project measurements and monitors projects through completion.
• Responsible for administering safety and environmental programs as applicable by the accounts.
• Collaborate across business streams and business units as needed to achieve favorable outcomes for the enterprise.
• Occasional travel with some overnight to as per customer needs – approximately 25-40%.
• Flexibility to work outside normal working hours, weekends and holidays, as required