Caroline Eckman
Caroline Eckman is a seasoned customer experience leader and operations executive with more than two decades of progressive experience in the facilities management and HVAC industry. Currently serving as National Director of Customer Experience at Nextech, she has built her career from the ground up, beginning as a dispatcher at just 19 years old and steadily advancing through roles in service coordination, account management, and national leadership. Her deep industry knowledge, combined with a hands-on understanding of operations, has positioned her as a trusted leader responsible for shaping client relationships and driving service excellence across nationwide operations.
Throughout her tenure, Caroline has demonstrated a strong ability to lead high-performing teams and deliver measurable business outcomes. As National Director of Account Management, she successfully led a team of over 30 direct reports while maintaining exceptionally low customer churn—an achievement she considers one of her most significant professional milestones. In her current role, she oversees customer experience strategy across multiple service lines, including HVAC, electrical, lighting, and commercial kitchen equipment, while also managing key client relationships, quarterly business reviews, and new business development initiatives.
Beyond her operational leadership, Caroline is deeply engaged in industry collaboration and community impact. She plays an active role in organizations such as the Connex Foundation and the RFMA Vendor Voice Committee, contributing to initiatives that support workforce development, education, and community outreach within the facilities management space. Known for her relationship-driven approach and commitment to continuous improvement, Caroline brings a balance of strategic vision and practical execution to every aspect of her work, helping organizations strengthen partnerships and deliver exceptional customer experiences at scale.
• HVAC Training Course (2005)
• Carnegie Leadership Program
• RFMA Leadership Program
• HVAC Training Course (2005)
• Carnegie Leadership Program (2024)
• RFMA Leadership Program (graduated 2025)
• Restaurant Facility Management Association
• ConnexFM Association
• Connex Foundation Committee
• RFMA Vendor Voice Committee
• Connex Foundation Committee - raising money for domestic violence support and technician training programs
• Impact Event in Orlando supporting women and children escaping domestic violence
What do you attribute your success to?
I attribute my success to growing my team from nothing to over 30-plus direct reports and successfully managing our accounts with little to none customer churn. I had an incredible mentor, Donna Seeley, who was really influential to me years ago when I got in the business and really kind of paved the way for me. I've also had the opportunity to be a mentor myself to many folks on our team, showing them the way and how to be successful at our company. I learned this industry by listening to my technicians, taking it all in, not forgetting anything, and remembering different times and circumstances so I could put that in my memory bank for the future. I've just taken the hard knocks of life and learned as needed along the way.
What advice would you give to young women entering your industry?
You have got to have thick skin in this industry. It was once a man's world, but it's definitely become really equal, and it's really very impactful to see the journey over the last 20 years of what it used to look like and what it is now. I had to kind of fight my way up because this was a man-driven industry, HVAC especially. Never give up. Keep your head up, and you can succeed just as good as any man.
What values are most important to you in your work and personal life?
I'm very passionate about not just my company, but my name and who I want to show up for. Integrity means so much to me. If I put my name on something, you know it's going to be handled because I put my name on that. I'm passionate about supporting technicians in HVAC, electrical, and plumbing through the funding programs we raise money for, helping young people who want to go into tech school to get their certification. That's super exciting to me because HVAC and refrigeration is the industry that has built my life. I also care deeply about helping women and children escape domestic violence through our Connex Foundation work, which is super close to my heart.