Account Manager - Generator Services

The Account Manager is responsible for developing and managing customer relationships while driving profitable growth within the company’s generator service business. This role serves as the primary point of contact for assigned customers, ensuring exceptional service delivery, identifying opportunities for preventive maintenance, repairs, upgrades, replacements, and service agreements, and coordinating closely with operations to deliver on customer commitments.

The ideal candidate understands the generator service industry can build strong customer relationships, and can effectively bridge the gap between customer needs, field service operations, and business objectives.

• Serve as the primary point of contact for assigned generator service customers.
• Conduct regular customer reviews to understand operational needs, upcoming projects, service concerns, and opportunities for improvement.
• Proactively communicate service status, recommendations, scheduling updates, and resolution of customer issues.
• Ensure customer concerns are addressed promptly and escalated appropriately when necessary.
• Maintain accurate customer, equipment, service history, and opportunity information within operating systems.

• Develop and execute account strategies to achieve revenue and profitability targets.
• Identify opportunities for preventive maintenance agreements, emergency service, repairs, load-bank testing, inspections, parts, upgrades, generator replacements, and other related services.
• Generate proposals and quotes for service opportunities in partnership with estimating and operations.
• Manage opportunities from initial customer need through proposal, negotiation, award, and handoff to operations.

• Develop a strong understanding of generator systems, preventive maintenance requirements, inspections, testing, repairs, and common generator service needs.
• Understand customer requirements related to standby power, emergency power systems, and generator reliability.
• Review technician findings and service reports with customers and translate technical recommendations into clear business solutions.
• Identify aging equipment, recurring failures, deferred maintenance, and other conditions that may create future customer needs.
• Coordinate with technical and operations teams to develop appropriate repair, maintenance, upgrade, and replacement recommendations.
• Stay current on applicable generator manufacturers, products, technologies, and industry requirements.

• Partner closely with area managers, field technicians, dispatch, parts, estimating, and operations to ensure customer commitments are met.
• Review service performance and follow up on open issues, warranty concerns, callbacks, and customer escalations.
• Participate in customer and site meetings when needed to support service delivery and business development.

• Monitor account performance, revenue, gross margin, backlog, and outstanding opportunities.
• Support timely invoicing and resolution of billing issues.
• Identify opportunities to improve account profitability and reduce service delivery issues.

• 5+ years of experience in account management, sales, field services, or a related industry; experience with generators or critical power systems strongly preferred.
• Experience selling or managing service agreements, maintenance programs, repairs, or technical services preferred.
• Ability to understand technical service recommendations and communicate them effectively to non-technical customers.
• Strong organizational, communication, negotiation, and problem-solving skills.
• Ability to manage multiple customers, opportunities, and priorities in a fast-paced service environment.

• Experience with major generator manufacturers and service programs.
• Knowledge of preventive maintenance, load-bank testing, inspections, troubleshooting, and generator repair.
• Bachelor's degree in business, engineering, operations, or a related field is preferred but not required.

Success in this position will be measured by:

• Customer retention and satisfaction including a reduction in customer escalations and unresolved issues.
• Effective partnership with field operations.
• Overall profitability and performance of assigned accounts.