Integrated Solutions Service Tech 5
Core
Lead the Service Operations Business for Applied and CFS teams, ensuring business targets and customer satisfaction metrics are met.
Role type
Senior Service Account Manager (Service Operations)
Builds
Service delivery operations, billing, and customer account profitability
Domain
Industrial services / Field service management
Deliverable
client delivery
Required skills
Team leadership, safety incident investigation, billing and revenue management, customer satisfaction management, workforce scheduling, financial analysis, recruitment and retention, margin analysis
Preferred skills
PSA (Preventive Service Agreement) management, labor and parts discount compliance, A/R balance management, sales opportunity cost estimation
Technologies
PSA systems, L&M (Labor & Materials) systems, time and expense reporting tools
Responsibilities
Communicate safety culture to technicians and lead incident investigations, support completion of active service requests, manage daily billing and approve quotes, monitor labor and parts discount compliance, review estimated vs. actual hours and PSA renewals, resolve customer satisfaction issues, manage accounts receivable, schedule technicians and adjust workforce, approve time and expense reports, conduct customer site visits, finalize PSA bookings and review sales proposals, lead weekly pipeline review meetings, analyze manpower needs and technician utilization, conduct recruitment and retention reviews, set and monitor customer account GM goals