Account Manager
9 days ago
Irvine
Job Description Account Manager About NES Our Belief Most people don't think about loading docks and rollup doors -- until one fails. Then a distribution center goes down, a shipment sits, and a crew stands idle. We started NES because we believe the businesses that keep Southern California's economy moving deserve a service partner they can actually count on. Our Approach That belief shapes how we operate. We don't chase volume at the expense of quality. We build technicians who are genuinely skilled -- not just available. When something breaks at a critical moment, the right person with the right knowledge shows up and fixes it. That's the standard we hold ourselves to every day. Our Work NES is Southern California's premier dock and door service company, specializing in loading dock equipment, rollup doors, and industrial access systems for warehouses, distribution centers, and commercial facilities across Orange County, Los Angeles, and the Inland Empire. Why You We're at an inflection point. The team we're building now will define what NES looks like at twice our current size. The people who join us in this window will have more ownership, more visibility, and more opportunity to shape how we grow than anyone who joins later. If that sounds like the kind of place you want to build a career, keep reading. The Role Location: Irvine, CA (On-site) Employment Type: Full-Time Core Purpose Maximize customer lifetime value through proactive relationship management, service delivery coordination, and account growth - ensuring every customer receives an exceptional experience from first contact through long-term partnership. What You'll Do Most of your day involves coordinating between customers and internal teams to keep service running smoothly. You'll prepare estimates, schedule preventative maintenance visits, manage work orders, and stay in regular contact with your accounts to catch issues before they escalate. When a customer calls with an urgent problem, you're the person who figures out what they need and gets the right resources moving. On a strong day, you're ahead of your accounts, proactively following up, identifying equipment that needs attention, and expanding the services we provide to each facility. Customer Relationship Management (40%) • Serve as the primary point of contact for assigned accounts, maintaining regular communication and building long-term trust at all organizational levels., • Proactively reach out to customers to review service history, discuss upcoming needs, and address concerns before they become problems., • Resolve customer issues by coordinating with Field Service, Field Operations, and leadership - owning the outcome from initial inquiry through final resolution., • Create accurate estimates and detailed scopes of work for service calls, repairs, and installation projects., • Schedule and coordinate preventative maintenance (PM) service visits in alignment with customer agreements and internal capacity., • Manage work order flow in our internal FSM system from creation through completion, ensuring timely updates, accurate documentation, and customer communication at every stage., • Identify upselling and cross-selling opportunities aligned with customer needs -- expanding service agreements, adding equipment categories, and growing multi-location relationships., • Develop and execute retention strategies for at-risk accounts, including proactive outreach, service recovery plans, and escalation when needed., • Negotiate contract renewals and service agreement expansions that create mutual value for the customer and NES., • Maintain accurate and up-to-date customer records in CRM and FSM, including contacts, equipment inventories, service histories, and communication logs. Required Qualifications • Bachelor's degree strongly preferred; equivalent professional experience in account management or customer success will be considered., • 3+ years of experience in account management, customer success, or a related client-facing role in a B2B industrial/commercial field service industry ideally in businesses such as HVAC, electrical, plumbing, fire protection, facilities management, etc., • Demonstrated ability to manage a portfolio of complex, high-value customer relationships simultaneously., • Proficiency with CRM platforms and field service management software (ServiceTitan strongly preferred)., • Strong proficiency with Mac/Apple ecosystem and modern SaaS tools., • Familiarity with AI tools and large language models (LLMs) and a willingness to integrate them into daily workflows for communication, research, and account management tasks., • Excellent written and verbal communication skills - able to communicate effectively with warehouse managers, facility directors, and C-level stakeholders., • Proven ability to manage multiple priorities and maintain attention to detail under time pressure., • Direct experience in the dock and door industry or commercial/industrial equipment service., • Familiarity with warehouse operations, loading dock equipment, or commercial facilities management., • Understanding of safety compliance requirements (OSHA, food-grade facility standards). We don't hire for a list of adjectives. We hire for how people actually operate. If the statements below describe the way you already work, not the way you aspire to work, keep reading. • Customer-Centric Excellence. You've had a moment where doing right by the customer cost you something - extra time, extra effort, or an awkward conversation. You did it anyway, without being asked., • Complete Ownership. When something goes wrong on your watch, your first move is to fix it - not explain why it wasn't your fault. You own the outcome, not just the effort., • Principled Collaboration. You've pushed back on a decision you disagreed with - clearly and professionally. And once the call was made, you executed without passive resistance or revisiting it sideways., • Empowered Trust. You share information openly, even when it's inconvenient. You'd rather surface a problem early than look smooth while it quietly gets worse., • Relentless Learning. You've deliberately gotten better at something in the last 12 months - a skill, a process, a way of working. Not because someone told you to, but because staying still isn't how you operate. Compensation & Benefits We pay competitively, reward performance, and structure our benefits so that advancement means something beyond a new title. PAY & PERFORMANCE • $70,000-$85,000 base salary, commensurate with experience., • Medical, Dental & Vision - NES contributes to every employee's medical, and as you advance, we increase those contributions and add to Dental and Vision., • Vacation - 2 weeks to start, with more earned as you advance., • Sick leave - 1 week of dedicated sick time., • Weekly 1:1 coaching with your direct manager., • Structured onboarding and ongoing skill development., • We look to promote from within first, as new roles and opportunities emerge., • Our next phase of growth is building more leaders that will help guide how we grow., • Modern Technology Tools - We're a tech-forward company that equips our team with the tools to work smarter, move faster, and stay connected., • Structured Meeting Rhythms - daily huddles, weekly team meetings, monthly leadership reviews, quarterly off-site planning., • Recognition & Celebration - regular acknowledgment of exceptional performance aligned with our core values and company targets., • Collaborative Culture - cross-functional teamwork with clear communication and accountability., • A growing company with real opportunity - we're building something, and you'll be part of building it. National Equipment & Service Corporation | Saving Lives & Keeping the Economy Humming NES is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic. We believe diverse perspectives make us stronger and better able to serve our customers and community.
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