Client Field Service Representative in Las Vegas, Nevada at Lawyer Mechanical Services Inc

Description:
As a trusted client advocate and ambassador of the company, you are responsible for creating exceptional experiences that strengthen client relationships, build loyalty, and reinforce our reputation for excellence. Through proactive communication, responsiveness, and accountability, you will serve as the primary point of contact for assigned clients, ensuring their needs are anticipated and addressed while delivering on company commitments.

This role leads and supports account team activities to maximize the client experience, champion client needs internally, and collaborate across departments to deliver effective solutions. You will represent the company's values and standards in every client interaction and help ensure client satisfaction goals are achieved.

The position includes consultative sales activities at client facilities, including securing contract renewals, expanding service agreements, and identifying opportunities to deliver additional value. Responsible for contract performance, customer retention, and account growth, you will partner with sales and operations teams to develop profitable, measurable, and repeatable solutions that benefit both the client and the organization.
Essential Duties and Responsibilities:
o Responsible for customer satisfaction, retention and growth for assigned portfolio.
o Drives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled customer visits.
o Identifies and communicates issues, business goals and objectives to the account team(s) on all assigned accounts.
o Responsible for responding within 24-hours to all customer inquiries and concerns.
o Visits job sites as required ensuring that assigned work is being executed properly, looking for sales opportunities and communicating with the customer.
o Responsible for working with the Service Resource Coordinators to ensure the technician’s schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.
o Responsible for preparing subcontract agreements for all assigned work.
o Responsible for T & M and Quoted Job pull-through opportunities, working with the estimating team on the proposals and delivering proposals to the customer in a time frame to meet their needs.
o Responsible to review the financial performance of all assigned accounts on monthly basis and provide a correction plan for poor performing service agreements.
o Responsible for reviewing all open work orders on weekly basis to ensure that work is being executed and closed to exceed customer satisfaction and company financial goals.
o Responsible for meeting department growth plans by selling and expanding customer base.
o Responsible for customer assurance with regard to equipment up time and reliability.
o Provides a weekly activity plan to the Owner Direct Sales Manager.
o Assist Owner Direct Sales Manager with the monthly manpower and financial forecast. This includes evaluating manpower, service work and QJ’s, and completing the forecast template.
Other Responsibilities:
• Prioritizes workload and request to ensure customer and employee satisfaction are delivered.
• Establish and maintain effective working relationships with co-workers, supervisors and the general public.
• Prepares reports and correspondence and maintains files.
• Arrange and participate in meetings, conferences, and project team activities.
• Operate a variety of standard office machines, including a personal computer and a variety of computer software, phone, and fax, calculator, shredding machine and copy machine.
• Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions. Provide accurate and timely information.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role. Attend training and to develop relevant knowledge, techniques and skills.
• Adhere to health and safety policy, and other requirements relating to care of equipment.
• Other responsibilities as required.
Skills Required:
• Excellent computer skills with proficiency in MS Windows and Office products including Word, Excel and Outlook.
• Strong organizational skills and ability to develop systems for follow-up.

Education and/or Experience Required:
• Bachelor’s degree in business or related topic required or equivalent work experience Prior experience in HVAC or other construction related fields preferred.
• Minimum 2 years experience working in a client service capacity.

Physical Requirements:
• Ability to communicate both written and orally.
• Mobility to and from the office as well as to client business locations.
Normal Hours: 8:00 a.m. – 4:30 p.m., Monday through Friday
Compensation: Annual salary in range of $45K - $65K plus incentive. Incentive would amount to an estimated additional annual income. Incentive amount will be paid on the 15th of each month. Incentive amount is not guaranteed but generated from achieved company performance.
Exempt: Exempt position
Benefits:
Benefits package includes: Medical & Life insurance, Flexible Benefits, 401(k) Plan, Sick and Vacation leave.
Training: On-going training program of company systems and processes. A schedule will be also be developed to allow you to work within associated departments to learn functions of each and their interaction. The intent would be not only to familiarize you with the different processes but also to learn ways to improve them.