Integrated Solutions Service Tech 5

Job description

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.