Customer Account Manager

About the Role

This position is vital for the continued expansion and success of VAE’s HVAC Service operations in New Zealand. Located in Christchurch and reporting to the NZ Service Manager, you will oversee daily HVAC service activities, ensuring operational efficiency and exploring possibilities for growing the business.

As the primary connection between VAE’s customers, technicians, and branch, you will drive safe, efficient, and profitable work delivery. Your duties encompass reviewing quotes and job documents, supporting technical staff, and nurturing strong customer partnerships to foster operational excellence and commercial growth.

Responsibilities

• Lead, mentor, and assist a team of HVAC Service Technicians.
• Oversee a portfolio of customer accounts, maintaining agreed service levels.
• Cultivate trusted relationships with customers and uncover opportunities for additional services and projects.
• Evaluate quotations, job orders, timesheets, invoices, and service records.
• Track labour productivity, profitability, and branch performance metrics.
• Collaborate with the NZ Service Manager to meet revenue goals and customer satisfaction targets.
• Advocate for safety, quality standards, and continuous improvement initiatives.

Company Information

Founded in 1997, VAE Group stands as one of Australasia's leading commercial HVAC companies, employing over 400 people across 12 offices in Australia, New Zealand, and Papua New Guinea. The company is committed to providing innovative HVAC solutions with a guarantee of reliability under the promise ‘Built in Certainty.’ VAE values teamwork, growth, integrity, and innovation, delivering excellent outcomes aligned with its principles of Energy, Synergy, and Success.

What We Offer

• Car allowance
• Optional KiwiSaver contributions
• Company-sponsored Health Insurance
• Referral rewards
• Support for potential relocation
• Employee benefits, discounts, and wellness programs through an internal platform named 'The Vault'
• Flexible work arrangements and a nurturing culture
• Opportunities for career advancement
• Strong emphasis on workplace safety
• Resources for personal and professional growth
• Employee Assistance Program available for employees and their immediate family

Candidate Profile

The ideal candidate enjoys fostering customer connections, leading teams, and making significant contributions to business outcomes. Essential qualifications and attributes include:

• Experience managing or coordinating HVAC service teams operating in the field
• Strong commercial insight with excellent customer relationship capabilities
• Exceptional organizational abilities and meticulous attention to detail
• Confidence in assessing quotations, invoices, and operational documents
• Skill in managing multiple priorities within a high-paced environment
• Background in HVAC, mechanical services, facilities management, or related technical service fields
• Right to live and work in New Zealand is preferred
• Trade qualifications are highly valued; however, seasoned service leaders balancing operational success, client relations, and commercial objectives are also encouraged to apply

Culture and Inclusion

Success at VAE is closely tied to embodying company values: Energy, Synergy, and Success. The company prides itself on a supportive culture that has driven significant growth and low staff attrition.

VAE is committed to fostering an inclusive workplace embracing diversity and providing equal opportunities to candidates from diverse backgrounds. The organization believes that a varied and inclusive workforce fuels innovation.

If you are motivated and ambitious, we invite you to become part of the VAE team.