Account Manager – Fire & Life Safety (SMA Coordinator)

Location: Glendora, CA (In-Office)
Department: Service Department
Pay Rate: $35 – $40 per hour

Position Overview

The SMA Coordinator plays a highly visible and trusted role within the BEC Service Department, serving as the primary relationship steward for our Service & Maintenance Agreement (SMA) customers.

SMA customers represent BEC’s most valued partnerships and receive a white-glove, concierge-level service experience. This role blends customer relationship management, thoughtful coordination, and contract administration, ensuring every customer interaction is handled with care, professionalism, and attention to detail.

The SMA Coordinator is someone who takes pride in being a go-to resource, a calm problem-solver, and a trusted partner—both internally and externally. This position works closely with the Director of Customer Success and Service Manager to ensure SMA customers feel supported, informed, and confident in their relationship with BEC.

This is an excellent opportunity for someone who enjoys building long-term relationships, staying organized, communicating clearly, and making a meaningful impact on customer satisfaction and retention.

What You’ll Be Responsible For

Customer Relationship Management

• Serve as the primary point of contact for assigned SMA customers, delivering consistent, proactive, and thoughtful communication.
• Build strong, trusted relationships with customer site contacts, engineers, and administrative teams.
• Organize and oversee Preventative Maintenance (PM) scheduling (monthly, quarterly, or semi-annual), ensuring services are well-coordinated and executed smoothly.
• Collaborate closely with the Service Department to: align technician skill sets with customer needs; ensure scheduling details are clearly communicated internally and externally.
• Provide follow-up after PM visits to review feedback, identify recommended repairs, and guide next steps.
• Lead partner onboarding and contract kick-off meetings, ensuring customers fully understand: what their contract includes; how PM visits are performed; available discounts, priority service benefits, and support resources.
• Deliver onboarding and contract reviews through polished virtual presentations and provide refreshers when customer personnel change.
• Thoughtfully identify opportunities for additional services that enhance customer safety and system performance.
• Participate in occasional on-site customer meetings or special events to strengthen partnerships.

Contract & Account Administration

• Maintain accurate SMA contract details, deliverables, billing schedules, and renewal timelines.
• Review and verify monthly SMA billing and Service Repair bill proofs with precision and care.
• Keep customer contact information current, including billing, emergency contacts, and site personnel.
• Provide insight during contract renewals, identifying opportunities for improvements or upgrades.
• Partner with the Contracts Department to ensure contract terms are accurate, compliant, and clearly understood.

Service Coordination & Operational Support

• Coordinate service repair requests outside of PM visits, including work order creation, parts coordination, and scheduling support.
• Monitor service requests from initiation through completion to ensure nothing falls through the cracks.
• Collaborate closely with Monitoring, Testing, and Service Coordinators to ensure SMA customers receive priority attention and seamless service.
• Serve as an advocate for SMA customers, helping ensure their needs are anticipated and addressed efficiently.

Team Collaboration & Growth

• Work closely with Service Leadership to share insights, customer feedback, and opportunities for enhanced support.
• Contribute ideas and recommendations during department discussions to continuously improve the SMA program.
• Support a positive, collaborative team environment built on communication, trust, and accountability.

What We’re Looking For

• 3–5 years of experience in account management, customer success, or service coordination

(Fire/Life Safety or building systems experience is a plus, but not required)

• Strong organizational skills with the ability to manage multiple priorities with confidence.
• Excellent written and verbal communication skills, with a naturally customer-focused approach.
• High attention to detail and pride in accuracy, follow-through, and presentation.
• Calm, thoughtful problem-solving skills and sound judgment.
• A proactive mindset—someone who anticipates needs and takes ownership.
• Ability to collaborate effectively across teams and with customers.
• Comfort using Microsoft Office and service management platforms (ComputerEase experience is a plus).
• Experience with invoicing, billing, or contract administration preferred.

Why Join BEC?

• Opportunity to serve as the dedicated account manager for BEC’s highest-value service customers.
• Impactful role with direct contribution to customer retention, satisfaction, and department success.
• Strong career-growth potential within a company that values development, excellence, and teamwork.
• Supportive leadership and a collaborative environment.

Benefits

• Competitive hourly rate between $35 and $40
• Comprehensive benefits package
• Opportunities for professional development and advancement
• A role at the center of customer success for one of Southern California’s leading fire/life safety service providers

About BEC

Building Electronic Controls (BEC) is committed to delivering exceptional fire and life safety services throughout Southern California. We value integrity, teamwork, and long-term partnerships — both with our customers and our employees. We are proud to be an equal opportunity employer and are committed to fostering an inclusive workplace.

How to Apply

If you are an experienced Account Manager or Customer Success professional looking for a meaningful role in a mission-driven industry, we would love to hear from you. Please apply directly on ZipRecruiter.

Join us at BEC and be part of a team committed to safety, service excellence, and genuine partnership.