Service Agreement Program Manager

About the Role

The Service Agreement Program Manager develops, executes, and optimizes service agreement programs that boost revenue, expand customer retention, and improve operational efficiency. Working cross‑functionally with operations, sales, marketing, and finance, the role reports to the North American Growth Leader and oversees the NA Service Agreement portfolio. • Create and execute service agreement programs, service offerings, and customer retention initiatives. • Assess market trends and customer needs to identify new service opportunities. • Launch new offerings such as subscription plans and predictive maintenance. • Integrate voice‑of‑customer feedback and align programs with corporate digital tools and strategic renewals. • Develop sales tools (scripts, brochures, proposal templates) and track program adoption and performance. • Streamline the sales process and ensure alignment between Sales and Field Service on agreements and scope. • Support pricing models and collaborate with finance on margin optimization. • Optimize the end‑to‑end customer journey, including booking, post‑service follow‑up, automated reminders, loyalty programs, and satisfaction surveys. • Lead cross‑functional initiatives to drive service growth, operational efficiency, and profitability. • Prepare and present monthly and quarterly performance reports to executive leadership. • Design and deliver training programs for service teams to ensure consistent delivery standards. • Monitor service KPIs and implement corrective actions when targets are missed. • Facilitate communication and idea exchange between local markets and executive leadership.

Key Responsibilities

• ▸agreement programs
• ▸market trends
• ▸product launch
• ▸sales tools
• ▸journey automation
• ▸kpi monitoring

What You Bring

• Bachelor’s degree required. • Minimum 5 + years experience in field services or program management. • Willingness to travel 25‑50% within the United States and Canada. • Outstanding interpersonal, written, and presentation skills. • HVAC industry experience. • Proven leadership in staff training, team building, negotiation, and collaboration with customers and executives. • Experience scaling service agreement programs or launching new service offerings. • Process‑improvement background (Lean, Six Sigma). • Expertise in program management, service operations oversight, and business development. • Knowledge of service workflows, dispatch procedures, and agreement models. • Advanced project‑management abilities across multiple teams. • Proficiency with service management software, CRM platforms, and data analytics applications. • Ability to prepare presentations, reports, and make data‑driven decisions. • Understanding of financial statements; P&L management experience preferred.

Requirements

• ▸bachelor's
• ▸5+ years
• ▸hvac
• ▸lean sixsigma
• ▸program management
• ▸crm

Benefits

The role offers a salary range of $143,250 to $200,750 plus short‑term cash incentives, and a comprehensive benefits package that includes health, retirement, generous paid time off, disability, life insurance, tax‑advantaged accounts, and tuition assistance. • Medical, dental, and vision coverage with wellness incentives. • Retirement savings options. • Paid vacation (up to 15 days), sick, personal, holidays, and various leaves. • Short‑ and long‑term disability and life/AD&D insurance. • Health Savings Account, Healthcare Spending Account, and Dependent Care Spending Account. • Tuition assistance.

Work Environment

Hybrid