Integrated Solutions Service Tech 5

About this role

A  SERVICE ACCOUNT MANAGER (  SAM ) WOULD PROVIDE LEADERSHIP TO SERVICE OPERATIONS BUSINESS OF BOTH APPLIED AND CFS TEAMS.  TOTALLY ACCOUNTABLE TO ANNUAL / QUARTERLY / MONTHLY BUSINESS TARGETS OF BOTH APPLIED AND CFS BUSINESS.  ENSURE ALL CUSTOMER SATISFACTION METRICS ARE MET / EXCEEDED. 

DAILY ROUTINE ACTIVITIES

1 DAILY COMMUNICATION TO TECHNICIANS TO REINFORCE THE SAFETY CULTURE. AGGRESSIVELY ENGAGE IN ANY AND ALL SAFETY INCIDENT INVESTIGATIONS. 

CREATE ACTIONS / COMMUNICATIONS TO AVOID FUTURE RECORDABLE INJURIES.

2 SUPPORT THE COMPLETION OF ACTIVE SRS AND ACTIVITIES NOT COMPLETED. HELP REMOVE BARRIERS FOR COMPLETION AS REQUIRED.

3 L&M - DAILY WIP & BILLING (DRIVE LINEAR BILLING THROUGHOUT THE MONTH). APPROVE ALL L&M QUOTES ABOVE SET THRESHOLDS.

4 L&M - MONITOR L&M COMPLIANCE (I.E. LABOR DISCOUNTS, PARTS DISCOUNTS, QUOTED & SECURED GM% ETC.)

5 PSA - REVIEW ESTIMATED VS. ACTUAL SSV HOURS. REVIEW PSA RENEWALS MARGIN EXPANSION.

6 ADDRESS ANY EXTERNAL AND INTERNAL CUSTOMER SATISFACTION ISSUES THAT HAVE ARISEN.

7 REVIEW OUTSTANDING A/R BALANCE WITH SDM (CSA) AND DISCUSS ACTION PLANS FOR DELINQUENT CUSTOMERS.

8 MONITOR TEAM SCHEDULE TO ENSURE ALL TECHNICIANS HAVE SCHEDULED ACTIVITIES FOR THE NEXT DAY; ADJUST WORKFORCE AS REQUIRED.

WEEKLY ROUTINE ACTIVITIES

1 FOLLOW DAILY ROUNTINE ACTIVITIES.

2 APPROVE TIME AND EXPENSE REPORT SUBMISSIONS. ADDRESS TIME SHEETS THAT HAVE NOT BEEN SUBMITTED OR APPROVED.

3 PERFORM CUSTOMER TOUCHPOINT ACTIVITIES & JOB SITE VISITS (3-5 CUSTOMERS PER WEEK).

4 ASSIST IN FINALIZING ALL PSA BOOKINGS (NEW & RENEWAL). REVIEW ALL NEW PSA SALES OPPORTUNITY COST & SCOPE ESTIMATES BEFORE SALES PRESENTS PROPOSAL. COMPLETE EXIT PROCESS FOR ALL NON-RENEWING PSAS.

5 FOLLOW-UP ON OPEN L&M AND PSA QUOTES/OPPORTUNITIES FOR THE FOLLOWING MONTH.

6 LEAD WEEKLY MEETING WITH TTL, SDM (CSA), SDA (CSAA) TO REVIEW L&M PIPELINE ACTIVITY AND BALANCE OF SSV PLANNED.

7 IDENTIFY PERFORMANCE GAPS, DEFINE ACTIONS TO ADDRESS AND FORTNIGHTLY REVIEW ON PROGRESS.

8 ANALYZE MANPOWER NEEDS FOR TBSV BUSINESS. REVIEW TECHNICIAN UTILIZATION & PROVIDE MONTHLY LABOR & L&M PROJECTIONS.

9 FORTNIGHTLY RECRUITMENT AND RETENTION REVIEWS.

10 SET & MONITOR GOALS FOR CUSTOMER ACCOUNT GM DELIVERY.