Account Mgr, Service

Service Account Manager

Responsible for overseeing all service account management activities for a specified area, including sales and account management. Oversee preventative maintenance services and repairs for our customers per the contract specifications and company standards. Managing existing customer accounts and obtaining new accounts.

The essential functions of the position include, but are not limited to the following :

• Monitor preliminary orders, consultant punch lists and service audits to confirm that they are being issued to the technicians and being completed by their due dates.
• Ensure that supervisory staff provide the technicians with a weekly maintenance schedule that supports MEUS maintenance standards or contract specified maintenance hours.
• Assist staff in preparing material and labor costs for open orders and billable repairs.
• Where necessary, survey prospective service accounts and provide any information to allow sales staff to properly bid the project for maintenance / including pre maintenance costs, obsolete equipment and proprietary equipment issues.
• Provide a budget to prepare for the upcoming year. Monitor approved budget to confirm financial goals are being met.
• Achieve established service sales goals and objectives for account retention, open order sales, repair sales, foreign maintenance acquisition, NCS conversion, etc.
• Maintain excellent customer relations.
• Realize opportunities, ensure all maintenance contracts are current and not exposed to unnecessary risk. Proactively and expeditiously convert / roll over pending or expiring maintenance contracts. Recognize signs of potential cancellations and act to prevent them.
• Prepare and review maintenance estimates, open order proposals, repair proposals, etc. and present same to customers.
• Respond quickly, professionally and positively to all customer needs and concerns.
• Recognize competitive advantages and use those to assist in selling the premium service that we offer.
• Work continually to gain technical knowledge on elevator / escalator operation.
• Develop and maintain customer relationships to ensure company interests are maximized in the area.
• Assist with collections and maintenance of accounts to ensure minimal receivables.
• Maintain accurate data entries, reports as required.
• Participate in continuous improvement programs / tasks.
• Build industry knowledge, particularly in dynamic regulatory areas.
• Ensure that pricing levels are within established guidelines.
• Manage national accounts as required.
• Diligently enter data and utilize Salesforce per company policy and guidelines.
• Perform other duties as assigned.

Minimum 4 year college or equivalent.

Valid driver's license with acceptable driving record.

Preferably with knowledge and experience in a sales and / or customer service environment and functions with a high sense of urgency.

Strong customer service attributes, communication, correspondence, and people skills.

Ability to handle adversity calmly.

Detailed knowledge of elevator and escalator modernization business is preferred.

Working knowledge in MS Office including Word, Outlook, EXCEL, and PowerPoint.