Technical Contracts Manager

Technical Contract Manager As climate change forces the world to change priorities, we've changed ours. LoweConex, a division of Lowe Corporation, is a patented, award-winning, cloud-based Centralised Data Platform offering innovative energy management techniques and cutting-edge automation protocols. Our technology is helping our customers reduce their environmental impact and meet energy reduction and carbon emission targets ahead of schedule. Position Summary
We are seeking an experienced and commercially focused Technical Contract Manager to manage a portfolio of customers across HVAC, Refrigeration, BMS and remote monitoring services delivered through the ConexOS platform. This role combines technical expertise, customer relationship management, service delivery governance and operational leadership. Key Responsibilities:

• Manage a portfolio of customer contracts and ensure KPI and SLA achievement.
• Lead customer service reviews and performance reporting.
• Translate customer challenges into practical ConexOS solutions and rule enhancements.
• Oversee incident management, escalations and customer communications.
• Support contract profitability, budgeting and resource forecasting.
• Drive continuous improvement and operational transformation initiatives.
• Coordinate technical teams to deliver customer outcomes.
• Maintain customer documentation and knowledge articles.
• Using technical knowledge and expertise support all operational teams with technical input. Required Skills & Experience:
• Strong knowledge of HVAC and Refrigeration systems.
• Understanding of retail refrigeration operations.
• Refrigeration control system knowledge including pack and case controllers.
• Understanding of BMS architecture, controllers, sensors and IoT devices.
• Ability to interpret control strategies and operational performance.
• Experience with BMS graphics, alarms, trends and system navigation.
• Strong commercial customer-facing communication skills.
• Enhanced Excel and data analytics experience.
• Experience managing multiple customer portfolios, KPIs and SLAs.
• Knowledge of energy efficiency and optimisation techniques.
• Understanding of cybersecurity principles within OT environments.
• Experience with remote connectivity solutions and VPNs.
• Ability to explain technical issues to non-technical audiences.
• Service desk, ticket and incident management experience.
• F-Gas awareness.
• Experience in creating reports and executive summaries.
• Creation and maintenance of support knowledge and process documentation.
• Continuous improvement mindset and collaborative approach.
• Resilient under pressure during major incidents.
• Business continuity, resource forecasting and budget management experience.
• Experience supporting remote commissioning activities. Key Success Measures:
• Customer KPI and SLA achievement.
• Customer satisfaction and retention.
• Improved customer adoption of ConexOS services.
• Reduction in recurring incidents and operational issues.
• Successful delivery of service reviews and improvement plans.
• Contract profitability and operational efficiency. Lowe is