Customer Consultant

Filairco Inc./Trane Philippines; Parañaque; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Filairco Inc./Trane Philippines in Paranaque City, Philippines, seeks a Customer Consultant to service customers, ensure on-time delivery quality, and advocate for customers across internal teams. You will resolve issues, drive retention, and coordinate with sales, operations, and support to deliver value.

The ideal candidate has 3–5+ years in B2B sales or account management within HVAC or related industries, with strong communication and problem-solving skills and a network of local B2B clients.

Qualifications

• 3 to 5+ years of B2B sales or account management experience, within mechanical contracting, industrial facilities maintenance, or commercial HVAC manufacturing.
• Bachelor's degree in engineering or equivalent in after sales service experience business to business (B2B) environments.
• Proven experience dealing with corporate procurement cycles, SLAs, and CapEx budgeting.
• Excellent verbal and written communication skills

Responsibilities

• Drive customer retention through proactive account recovery and contract renewal activities, engaging at-risk customers and negotiating renewal terms.
• Act as customers’ representative and point of contact for all matters specific to the customers.
• Encourage customer growth and loyalty through continuous support and customer assistance.
• Manage a portfolio of accounts and develop action plans to grow identified accounts.
• Identify options to meet customer needs and work with Technical Support to make them available.
• Identify opportunities with existing and new customers and update customers on service offerings.
• Resolve customer complaints by investigating problems with internal stakeholders and proposing solutions.
• Organize regular Service Reviews with customers and Ops on Hot Jobs and critical issues.
• Understand customer needs and determine pricing and selling strategies.
• Prepare and review contract terms using standard templates when applicable.
• Provide marketplace feedback and industry trends and customer expectations.
• Develop and execute account recovery plans to restore confidence and rebuild relationships.

Skills

B2B sales

Account management

Verbal communication

Written communication

Time management

Quota achievement

Problem solving

B2B client network

Industry relationships

Education

Bachelor's degree in engineering or equivalent in after sales service environment (B2B)

Job description

Position Title: Customer Consultant

Company: Filairco Inc./Trane Philippines

Hiring Location: Paranaque City, Philippines

About Trane Technologies

Trane Technologies (NYSE:TT) is a global climate innovator. Through our strategic brands Trane® and Thermo King®, and our environmentally responsible portfolio products and services, we bring efficient and sustainable climate solutions to buildings, homes and transportation. For more information, please visit https://www.tranetechnologies.com

We are proud of our Wining Culture, feel connected with the company’s vision and are empowered to do what’s right. We share the passion for serving customers, developing top talents and boldly challenging what’s possible for a sustainable world.

We are an equal opportunity employer, dedicated to hiring a diverse workforce. Working at Trane Technologies means you are part of a company that believes your career progress is an important aspect of our business success. When you are ready to join a global leading company that is making decisive moves to success and pursuing operational excellence, we are right where you belong.

Role Summary

The Customer Consultant is dedicated to serve customers and act as their representative to check on work that has been delivered to ensure quality and on time completion. The Customer Consultant must understand the internal escalation process in order to ensure customers’ issues are being addressed and handled promptly by respective stakeholders to resolve issues, especially Hot Jobs. The position understands customers’ needs and works out solution offerings to meet those needs.

The Customer Consultant is a Customer Advocate who drives resolution of issues which may require resources and/or agreement across several departments. Customer Consultant has the customer's best interest in mind, and the goal is to address the immediate customer issue in a highly responsive manner, proactively identify the root-cause and provide recommendations for resolution.

Customer Consultant is a key point of contact for customers in assigned accounts or geographic area and provide both pre- and after-sales support. He or she is responsible for developing long‑term customer relationships to achieve customer satisfaction, maximize account penetration and customer in compliance with the company’s strategy. The role requires technical knowledge, customer focus, and ability to work closely with other departments and functions to deliver value to customers.

Qualification

• 3 to 5+ years of B2B sales or account management experience, specifically within mechanical contracting, industrial facilities maintenance, or commercial HVAC manufacturing.

• Bachelor's degree in engineering or equivalent in after sales service experience business to business (B2B) environments.

• Proven experience dealing with corporate procurement cycles, legal service-level agreements (SLAs), and capital expenditure (CapEx) budgeting.

• Excellent verbal and written communication skills

• Organizational and time management skills

• Proven track record of meeting or exceeding individual monthly and annual sales quotas.

• Able to solve complex problems. Integrates and interprets data from diverse sources to find solutions.

• Possession of an active, established network of B2B clients and decisionmakers within the local market.

• Existing relationships with Facility Managers, Property Administrators, and Asset Directors.

• Strong, warm connections within the Construction Industry, including General Contractors, MEP (Mechanical, Electrical, Plumbing) engineers, and project developers.

Principal Responsibilities

1. Responsible for driving customer retention through proactive account recovery and contract renewal activities. Engage at‑risk or inactive customers, identifies barriers to renewal, develops recovery strategies, negotiates renewal terms, and partners with internal teams to protect revenue and strengthen long‑term customer relationships.

1. Act as customers’ representative and point of contact for all matters specific to the customers

1. Encourage customer growth and loyalty to the company through continuous support and customer assistance

1. Manage a portfolio of accounts and utilizes account management process to identify key customers and to develop specific action plans to grow identified accounts

1. Identify potential options that would be required to meet customer needs and work closely with Technical Support Team to make those options available to customers

1. Identify potential opportunities with existing and new customers and update customers on Trane Care Service Offering.

1. Resolve customer complaints by investigating problems with internal stakeholders; develops, evaluates, and discusses possible solutions internally and make recommendation to customers.

1. Organize regular Service Reviews with customers and Ops team on Hot Jobs and critical issues.

1. Understand customers / Vertical Market Needs and determines pricing and selling strategies.

1. Prepare and review contract terms and conditions using standard Trane templates when applicable.

1. Provide marketplace feedback, including competitive information, customer expectations, industry trends, etc.

1. Compliance with Foreign Corrupt Practices Act (FCPA), Code of Ethics, and IR's set policies and procedures

1. Develop and execute account recovery plans to restore customer confidence and rebuild business relationships.

Key Competencies

• Build Trusting Relationship – Use appropriate interpersonal styles to establish effective relationships with customers| interacting with others in a way that promotes openness, trust and gives them confidence in one’s intentions. Understand complex behavior of others as insights into their motivations, feelings, and predicted behavior.

• Customer and Competitor Insight - Gather and analyzes data on how customers use and value our products or services, customer unmet needs and pain points, customer needs, customer purchasing behavior, industry trends, competitor dynamics, market share and market segmentation to build a robust product line fact base.

• Customer Centric - Identify and understand business goals and needs of customers to create trusted business partnerships. Initiates appropriate actions based on customer decision making and buying processes resulting in a mutually beneficial outcome. Leverage knowledge of the customer to apply best sales and services practices. Providing a customized customer experience and leveraging internal organizational navigation skills to positively affect customer outcome.

• Customer Value Creation - Explore customers’ underlying issues and needs that suggest broader solutions| maximizing the productiveness of sales interactions by building on customer cues to gain commitment to products, services, and solutions| articulating and promoting a path forward which matches customer needs with IR strengths

• Product Knowledge - Understand product application, technical specifications and critical to quality characteristics in order to procure materials and optimize design for manufacturing and assembly, improve operational effectiveness, enhance product quality, and create a positive customer experience

• New Account Acquisition - Identify, qualify, and pursue new prospects, challenge the customer's status quo and provide insights into hidden challenges and opportunities to offer game‑changing solutions.