Position Summary
The HVAC Key Account Manager is responsible for growing recurring revenue through managing field-generated quoted opportunities from the Service Department. This role serves as the primary point of contact for customers, ensuring timely follow-up, exceptional customer service, and consistent communication throughout the sales process.
The ideal candidate possesses a strong technical understanding of commercial HVAC systems, excels at building long-term customer relationships, and is highly organized with a passion for delivering responsive service.
Field Quoted Opportunities
- Manage all field-generated repair and replacement quotations submitted by Service Technicians.
- Review technician recommendations and develop accurate customer proposals.
- Provide technical guidance to customers regarding repair versus replacement options.
- Follow up consistently on outstanding quotations to answer questions, overcome objections, and secure approvals.
- Coordinate with Service Operations to ensure approved work is scheduled promptly.
- Track quote activity, close rates, and sales pipeline.
Customer Relationship Management
- Deliver exceptional customer service with timely communication and responsiveness.
- Build trusted relationships with facility managers, property managers, building owners, and maintenance personnel.
- Serve as a reliable resource for HVAC service recommendations and technical information.
- Resolve customer concerns professionally while maintaining a positive customer experience.
- Maintain detailed customer records, sales activities, and follow-up schedules within the CRM system.
Qualifications
- Minimum of 3 years of commercial HVAC industry experience.
- Strong technical knowledge of commercial HVAC equipment, systems, repairs, and preventative maintenance programs.
- Experience preparing HVAC service quotations or preferred estimates.
- Excellent customer service and relationship-building skills.
- Strong verbal and written communication skills.
- Self-motivated with exceptional follow-up and organizational abilities.
- Proficient in Microsoft Office and CRM or service management software.
Core Competencies
- Commercial HVAC technical knowledge
- Customer relationship management
- Service agreement sales
- Quote management and follow-up
- Consultative selling
- Communication and customer service
- Organization and attention to detail
- Time management
- Problem solving
- Team collaboration
Performance Measures
Success in this position will be measured by:
- Field quote conversion percentage.
- Timeliness of quote follow-up.
- Customer satisfaction and responsiveness.
- Revenue generated from technician-identified sales opportunities.
