At Trane Technologies® we Challenge Possible. Our brands – including Trane® and Thermo King® - create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what’s possible for a sustainable world.
Job Summary:
Trane in Charlotte, NC is looking for an Area Service Manager for our Intelligent Service business. In this role, you will be responsible for providing the leadership for all activities related to our Intelligent Services offers, remote controls and equipment support and Indoor Air Quality (IAQ) efforts with our customers. Processes within that oversight include support of sales through contract pricing on service and system improvements, field service coordination, management of remote support technicians, invoicing and collections, and customer satisfaction.
Responsibilities:
- Oversee the service coordination function to respond efficiently to customers, ensure technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the district. This includes emergency remote triage and repair, on-boarding new connected customers, regular user support within controls and Intelligent Services contracts, controls software & firmware upgrades for customer sites, scheduled analysis work and building customer consultations to improve their buildings’ energy efficiency, IAQ and system optimization. Building control programming upgrades and enabling other optimization routines, , and long-term service agreements.
- Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers, assigned team and other associates.
- Strategically creating improvements in current work processes, finding new solutions for customers and create higher customer value within the remote service and optimization business.
- Cadenced collaboration with service sales leadership to understand new opportunities, pipeline growth and pull-though sales. Sales support and project development is an important expectation of this role and the Intelligent Services team.
- Scheduled communication with all the region’s other Area Service Managers to ensure contract compliance and renewals, support IAQ assessments and to receive feedback from other service technicians working on-site at connected customer sites
- Ability to communicate in customer meetings and to develop presentations to support consultations with different job personas within a customer’s organization. Strong communication skills are expected.
- Effectively attract, coach, counsel, train and develop all Intelligent Services service employees. Drive continuous improvement through company performance management process and technical product training programs available. Develop employee skill levels, including customer service, process and technical skills to the highest degree possible.
- Maximize cash flow by ensuring invoices are generated immediately upon completion of work, managing expense budgets and increasing utilization of the service team. Ensure that standard service work processes are created and followed. Improve transactional processes impacting the customer experience and increase overall customer satisfaction.
- Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites.
- Flexibility to work outside normal work hours/weekends, as required.
- Travel to customer job sites is required, which may include outdoor work and/or work in mechanical/equipment rooms. During the site visits, the employee may be exposed to variable weather conditions; moving mechanical parts; heights, and other variable environmental conditions based on location
Qualifications:
- Bachelor’s degree in engineering, engineering technology, business or equivalent from a four-year college or university preferred, or equivalent combination of education and experience. .
- Strong familiarity with the operation of Energy Management Systems, HVAC Systems and/or Temperature Controls required .
- Commercial building energy efficiency knowledge required or a willingness to become a Certified Energy Manager within 18 months of hire date.
- Ideally will have at least three (3) years’ experience in managing teams of people, processes and budgets.
- Understanding of basic service environmental, health & safety procedures.
- Must possess a valid driver’s license for a minimum of 12 months, with no major or frequent traffic violations included, but not limited to:
- DUI in the previous 5 years
- Hit & Run, License Suspension, Reckless/Careless Driving or multiple smaller infractions or preventable collisions in the previous 3 years.
We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.
We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
