The successful candidate will act as a key point of contact for clients, ensuring maintenance contracts are delivered effectively, customer expectations are met and service standards remain high. A strong understanding of HVAC maintenance, planned preventative maintenance and facilities management contracts would be highly beneficial.
Responsibilities
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Manage and develop relationships with existing customers across HVAC maintenance, facilities management and building services.
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Act as the main point of contact for clients, ensuring enquiries and service-related issues are handled professionally and efficiently.
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Oversee customer accounts and support the effective delivery of HVAC maintenance contracts.
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Work closely with service engineers, technical teams and operational departments to coordinate service delivery and resolve customer issues.
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Monitor contract performance, service standards and customer satisfaction against agreed requirements.
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Identify opportunities to develop existing accounts through additional services, contract extensions and new business.
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Support contract reviews, renewals, quotations and commercial discussions.
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Ensure customers receive regular updates on maintenance activities, service issues and planned works.
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Review service performance and identify opportunities to improve operational efficiency and customer experience.
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Build long-term customer relationships through regular communication, meetings and site visits.
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Maintain accurate account records, contract documentation and customer reports.
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Work collaboratively with internal teams to ensure contractual obligations and customer requirements are met.
The Ideal Candidate
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Previous experience in an HVAC Account Manager, Service Account Manager, Contract Manager or similar role.
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Background in HVAC maintenance, facilities management, mechanical building services or a related engineering environment.
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Good understanding of HVAC systems, planned preventative maintenance (PPM), reactive maintenance and service contracts.
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Experience managing customer accounts and maintaining relationships with commercial clients.
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Understanding of facilities management contracts, service-level agreements and customer service requirements.
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Commercial awareness, with the ability to identify opportunities for account development and business growth.
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Experience supporting contract renewals, quotations, pricing and customer negotiations.
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Strong communication, relationship-building and stakeholder management skills.
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Organised and proactive, with the ability to manage multiple accounts and competing priorities.
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A customer-focused approach, with the ability to resolve issues and coordinate effectively with technical and operational teams.
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Confident working collaboratively across sales, engineering and service delivery functions
Salary description
£60000.00 - £80000.00 per year