Service Account Manager

Telaid, a provider of technology deployment solutions to multi-site companies for more than 40 years, seeks a detail-oriented Service Account Manager who is looking for an opportunity to manage day to day break fix/service, and time and materials requests for a growing, privately held Company.
If you are a customer service orientated, technical professional who thrives on the challenge of overseeing service requests until their completion, while providing exceptional customer service, and monitoring budgetary costs then Telaid has a great opportunity to share with you.
Our Core Values are: Be Proactive Be A Team Player Take Ownership Do The Right Thing The Service Account Manager (SAM) functions as the single point of contact (SPOC) for the customer and has the primary responsibility for overall service success and customer satisfaction.
The SAM works closely with the shared services teams to ensure our customers’ requests meet their service level agreements and are on time and on budget.
This position requires demonstrated technical experience and skills with Telaid’s Core technology service business offerings (installation, service, and support of cabling, point of sale, security, Wi-Fi, IT, network, etc.
), excellent telephone and customer service skills, and proficiency in MS Windows, Microsoft Excel, and Microsoft Outlook.
Primary Duties Functions as SPOC for one or more customers.
May have specialization by technology (security/wireless/point of sale/depot).
Participates in Service Kickoff Meetings to understand services scope of work and specific duties and responsibilities for all assigned customers.
Has financial accountability for all assigned customers.
Escalate any potential cost overrun scenarios immediately.
Typically performs the following SAM functions for assigned customers.
Understands the scope of work, service level agreements and customer conditions for success.
Adheres to all Telaid Best Practices.
Schedules and assign crews to meet customer service level agreement (SLA).
Orders materials and manages delivery logistics.
Ensures training and quality control plan in place.
Communicate with and obtain daily updates from technicians - ensure SLAs are being met.
Close monitoring of deliverables and deliverables management process to ensure compliance with customer requirements.
Provide timely service communications and status updates for customers.
Review system reporting validating scheduling, SLA’s and invoicing are up to date.
.
Responsible for ensuring that timely and accurate invoicing is submitted.
Provide excellent customer service in all areas.
Secondary Duties Support Customer needs via emails and phone calls and other approved support channels.
Support techs in the field related to security, burglar, fire alarm, and/or other services.
Help manage on-site labor, troubleshoot, and direct calls.
Train techs and supporting teams (dispatch, help desk, service coordinators) on scope awareness and knowledge related to services being administered.
Create assignments and manage all activities within Telaid Systems while maintaining integrity of /status/ETA/PO and communications.
Perform “triage” to troubleshoot tickets before dispatch.
Monitor & report SLA compliance for each customer and report to management.
Address escalations from customers and\or technicians, including tough discussions to discern if additional charges are warranted.
Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, technicians, and customers.
Qualifications, Skills and Experience 1-3 years of relevant service or project management or equivalent operations management experience.
IT / low-voltage system installations and or services Infrastructure / construction projects and or services Working technical knowledge of structured cabling design/build standards.
Strong computer literacy with Microsoft Office suite Ability to effectively present information and respond to questions from individuals at all levels.
Ability to read, analyze, and interpret various technical business data.
Ability to write (create) reports and business correspondence with a minimum of direction to meet professional quality standards.
Superior customer service, technical service and support, and communication skills, both written and verbal.
Superior documentation and follow-up skills and strong attention to detail Telecommunications experience in technical support or field support.