What You Will Do

Responsible for the execution of customer account sites. The Customer Success Manager will oversee the safe and efficient maintenance and repair of equipment and systems while ensuring seamless delivery of services. This role will support some of our top customers, including Seton Hospitals, TxDOT, and VA, while also managing warranty processes on all projects. In addition to servicing the customer, this position will own all retrofits and installation projects for these customers. The role will also work closely with service sellers to pursue PSAs (Planned Service Agreements) as warranty periods expire.

• Responsible for hiring, training, performance management, and scheduling staff to fulfill contractual obligations.
• Supervise the work of subordinate personnel and coordinate corrective/disciplinary actions as needed.
• Develop and prepare work schedules to cover a 24-hour operation.
• Manage requisition and inventory for supplies, equipment, and materials.
• Develop and implement training programs, reviewing progress reports and updating training manuals as necessary.
• Establish and implement safety procedures, procuring required safety equipment (e.g., respirators, hard hats, earplugs), and ensuring compliance with safety regulations and codes through regular inspections.
• Review daily shift logs and operation sheets, building and updating policies and procedures. Maintain personnel files on staff performance and work history.
• Train and supervise maintenance staff, ensuring adherence to accurate safety procedures.
• Oversee and assist with monthly preventative maintenance duties, as well as annual inspections and repairs of equipment and systems.
• Coordinate water treatment programs and collaborate with outside vendors as needed.
• Manage all retrofit and installation projects for assigned customers, ensuring timely and high-quality execution.
• Provide standard management reports as required.
• May be required to be on-call 24/7 for telephone assistance and emergency response.
• Ensure adherence to cost or overhead budgets.
• Maintain and submit all records and documents to appropriate authorities. Conduct inspections to ensure efficient operations and compliance with city, state, and federal licensing requirements.
• Review all work to ensure performance aligns with safety procedures and standards.
• Comply with all company policies and procedures.
• Perform other duties as required.

What We Look For

Required

• Two-year technical degree or equivalent field experience.
• Five or more years of experience in general maintenance work in an academic or similar environment.
• Proven leadership abilities.
• Ability to lead and train entry-level personnel.
• Strong customer relationship management skills, particularly with high-profile accounts.
• Knowledge of JCI procedures and policies.
• Must be a team player, committed to working in a quality environment.