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.