Overview
ABM Technical Solutions is looking for a National Accounts Service Manager to lead commercial HVAC service delivery for assigned national and strategic accounts across multiple markets.
This is an opportunity to make a visible difference in service performance and the growth of our national accounts business. The successful candidate will help build high-performing service operations, improve consistency across locations, strengthen multi-site customer relationships, and create a culture of accountability, technical excellence, and professional growth.
This is a hands-on leadership role for someone who can combine technical HVAC knowledge, customer service, team development, operational discipline, and business ownership. The National Accounts Service Manager works closely with operations leadership, national account representatives, branch teams, support functions, and dispatch to coordinate technician scheduling, workload priorities, emergency response, PM coverage, service consistency, and customer commitments across assigned accounts.
Responsibilities
Service Leadership and Customer Experience
- Lead, coach, and develop commercial HVAC service technicians.
- Oversee emergency service, preventive maintenance, quoted repairs, warranty work, callbacks, and customer escalations.
- Work with operations support, national account representatives, branch teams, and Dispatch to coordinate technician workload, scheduling priorities, response times, after-hours coverage, parts, vendors, subcontractors, and specialty equipment across assigned accounts.
- Serve as the primary operational escalation point for service-related customer concerns across assigned national accounts.
- Build strong relationships with national and strategic customers through responsive communication, regular follow-up, site visits, account reviews, and consistent execution across locations.
- Communicate clearly regarding downtime, repair recommendations, schedules, delays, parts lead times, and completion status.
- Ensure unresolved issues have a clear owner, action plan, due date, and documented resolution.
- Help establish ABM as the service partner national customers trust when their buildings and businesses depend on reliable HVAC performance.
Service Quality and Technical Support
- Ensure preventive maintenance is completed within agreement scope, planned hours, and customer requirements.
- Review service and PM reports for technical quality, documentation, photographs, deficiencies, and follow-up recommendations.
- Provide technical guidance on equipment failures, refrigerant issues, electrical concerns, controls, troubleshooting, and repair recommendations.
- Review recurring callbacks, repeat failures, incomplete repairs, and quality concerns, then take corrective action.
- Support technicians with difficult troubleshooting, equipment failures, startup concerns, and customer-impacting issues.
- Ensure work complies with applicable codes, OSHA requirements, refrigerant regulations, manufacturer requirements, ABM policies, and customer standards.
Financial and Operational Performance
- Own the profitability and financial performance of assigned national account contracts and service operations.
- Monitor labor, materials, subcontractors, travel, equipment costs, billing accuracy, callbacks, warranty exposure, backlog, and gross margin.
- Identify and correct margin leakage caused by labor overruns, missed billing, excessive travel, incomplete documentation, unapproved work, and poor scope management.
- Ensure accurate capture of labor, materials, customer approvals, service documentation, and billing information.
- Maintain accountability for service revenue, utilization, productivity, quote conversion, billing, and contract-performance targets.
- Use operational and financial data to make better decisions about staffing, workload, customer commitments, and service capacity.
Team Development and Continuous Improvement
- Recruit, interview, onboard, coach, and retain service technicians while helping establish consistent service practices across account locations.
- Conduct performance reviews, field evaluations, ride-alongs, and one-on-one meetings.
- Address performance, attendance, safety, communication, documentation, productivity, and customer-service concerns.
- Identify training needs and help technicians strengthen their capabilities in DX equipment, RTUs, splits, chillers, boilers, hydronics, refrigeration, electrical troubleshooting, and controls.
- Support succession planning and develop future service leaders.
- Track key service metrics and implement improvements to documentation, scheduling, closeout, customer communication, and field productivity.
- Create an environment where technicians understand expectations, receive support, and have a clear path to grow.
- Provide leadership and national account stakeholders with accurate updates regarding staffing, service capacity, customer-impacting issues, contract performance, account health, and corrective actions.
Qualifications
- Seven plus years of progressive commercial HVAC experience.
- At least three years of experience supervising or managing commercial HVAC technicians.
- Strong knowledge of commercial HVAC equipment, including RTUs, splits, MAUs, chillers, boilers, hydronics, pumps, WSHPs, refrigeration, and controls.
- Experience managing emergency service, preventive maintenance, quoted repairs, warranty work, customer escalations, and service-contract profitability.
- Understanding of job costing, gross margin, backlog, billing, and forecasting.
- Ability to read wiring diagrams, sequences of operation, control drawings, equipment submittals, and mechanical plans.
- Working knowledge of HVAC codes, OSHA requirements, refrigerant regulations, manufacturer requirements, and safe work practices.
- Strong written, verbal, organizational, and customer-service skills.
- Proficiency with service-management, dispatch, CMMS, ERP, CRM, and Microsoft Office systems.
- Valid driver’s license and ability to travel to customer locations and throughout the assigned territory, as required.
- Ability to support emergency situations outside normal business hours.
Preferred Qualifications
- HVAC journeyman license or equivalent documented experience.
