Service Account Owner IIThe Service Account Owner is an experienced field service professional responsible for maintaining and growing customer relationships within an assigned territory. This role provides installation, startup, repair, preventive maintenance, troubleshooting, and training services for online sampling systems, sample conditioning systems, and instrumentation used in the power and other industrial markets. In addition to hands-on technical service, the Service Account Owner II manages a portfolio of customer accounts, supports maintenance agreement renewals, identifies growth opportunities, and serves as a technical resource for customers and fellow service technicians. Service is primarily performed at customer locations and requires extensive travel.
Essential Responsibilities:
Perform installation, startup, repair, troubleshooting, and preventive maintenance services for sampling equipment, sample conditioning systems, instrumentation, and related equipment.
Manage an assigned portfolio of customer accounts while building strong, long-term customer relationships.
Coordinate maintenance agreement renewals, lead customer communications, and recommend service offerings that align with customer needs.
Identify opportunities to secure new maintenance agreements and expand existing service contracts within the assigned territory.
Prepare parts and consumables quotes for assigned maintenance agreement accounts and assist teammates with quotes as needed.
Use HubSpot CRM, Epicor, MaintainX, asset management information, and other available resources to support customers, teammates, and the internal sales team.
Monitor account and territory activity using key performance indicators and routinely communicate results to management.
Develop and deliver site-specific classroom and field training for customers and team members.
Train newly hired technicians and assist with the development of technical training plans.
Provide high-level technical and field support to fellow technicians, including assistance with products, customer relationships, service questions, installations, and retrofits.
Complete equipment startups for new facilities and newly installed equipment.
Provide backup coverage for accounts within or outside the normally assigned territory, including temporarily serving as the primary account owner when assigned.
Consistently follow company safety, safe-driving, personal protective equipment, information security, and operational requirements.
Assist other service teams and perform additional duties as assigned.
Education and Experience:
Associate degree in electronics or a related technical field preferred. Equivalent relevant experience may be considered. At least five years of relevant field experience working with sampling equipment and associated analytical equipment.
Skills and Qualifications:
Advanced electromechanical aptitude with the ability to understand and communicate technical information.
Knowledge of electrical controls, piping and pumping systems, basic water chemistry, refrigeration, and industrial service, operation, or maintenance.
Strong troubleshooting skills and an understanding of fluid-flow characteristics.
Proficiency with electronic testing equipment, maintenance procedures, powered tools, and manual hand tools.
Ability to read and interpret P&ID and isometric drawings to determine equipment mounting locations and system tie-in points.
Strong written, verbal, telephone, presentation, and customer service skills.
Public-speaking ability and confidence delivering technical training and product presentations.
Strong organizational and time-management skills, with the ability to manage multiple priorities.
Initiative, self-direction, professionalism, tact, and diplomacy when working with customers and colleagues.
Strong computer skills, including proficiency with Microsoft Office.
Understanding of internal business processes and departmental responsibilities.
Travel and Physical Requirements:
Ability to travel up to four nights and five days per week, including occasional weekends.
Valid driver's license and a Motor Vehicle Record that meets company requirements.
Ability to lift and carry up to 50 pounds, including while working on industrial stairways and catwalks.
Ability to work outdoors in varying weather conditions.
Ability to safely use powered and manual hand tools.
Willingness to follow established safety and operational procedures.
Willingness to participate in random drug screening.
A Transportation Worker Identification Credential, or eligibility to obtain one, may be required depending on the assigned region.
What Success Looks Like:
A successful Service Account Owner II combines advanced technical expertise with strong customer service and account-management skills. This individual is comfortable working independently in the field, supporting and training others, identifying customer needs, and helping grow service relationships throughout the assigned territory. Why Sentry 100% Employee-Owned (ESOP) you share in the success you help create Supportive environment for learning and early-career development Competitive pay, benefits, and long-term growth opportunities You'll be part of a team that values craftsmanship, continuous learning, and operational excellence. We invest in developing technicians who want to grow, take on new challenges, and contribute to a culture built on safety, quality, and accountability. Sentry Equipment is an Equal Opportunity Employer, including Veterans and people with Disabilities.
