Service Account Manager

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Account Manager to join our amazing culture. As a Service Account Manager, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Account Manager.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you'll do with "Our Training and Your Experience"

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Responsible for maximizing customer satisfaction by effectively executing all Convergint Technologies commitments on Service Agreements and assists with the coordination of work orders, time and material and parts sales for customers.
• Responsible for the effective management of resources, costs and customer satisfaction for the delivery and expansion of the existing service base.
• Supervise Service Account Representatives to ensure consistent service delivery aligned to being our customers' best service provider.
• The financial impact is measured in the growth and delivery of Service products in the local CTC market.
• Performs the functions of a Service Account Manager
  
  
  
  • Coordinates schedule of inspections, assists with dispatch, setup and coordination of monitoring accounts, order equipment for service contracts, and quotes T&M service work orders, supports sales team by proposing pricing for small tenant improvement projects.
  • Implements and manages a customer quality assurance program, identifies opportunities to grow the Service Agreement base through proposal of additive services to existing customer Service Agreements, conducts weekly customer site visits, demonstrates industry knowledge and maintains a professional image when meeting with our customers.
  • Performs system inspections as needed to support regional customer base. Performs after-hours and weekend inspections as required by customers on an as-needed basis.
  • Schedules inspections and maintenance with customers in a timely manner so as to not have inspections or maintenance become delinquent. Provides technical support and training for field personnel including new inspectors on an as-needed basis. Locates, hires, and manages subcontractors.
  • Utilizes Convergint Technologies' inspection vendor, Building Reports.com, to record and track inspections as needed. Troubleshoots equipment that fails during inspection and try to either correct the deficiency or identify the problem for repair by others. Identifies system deficiencies found during inspection and track their resolution to completion.
  • Updates, populates, maintains and develops customer service binder to maximize customer service and satisfaction. Enters all service contracts, licensing, and warranty information into the Service Tracking Portal.
  • Generates a variety of reports including inspection reports for systems that have been tested, distributes to customers and authorities having jurisdiction.
  • Provides Service Quotes to customers with the assistance of the Service Manager.
  • Schedules and follows up on all monthly maintenance customer accounts - this includes ensuring timely communication with contract customers, key customers and sub contractors. Meets monthly to discuss expiring contracts and to review upcoming preventative maintenance (PM) visits. Attends regular customer meetings to review the current status of accounts.
  • Provides input and help with developing processes and procedures to establish Convergint as the premier provider of test and inspect services for the assigned region/territory.
  • Meets with customers and other colleagues on an as-needed basis to demonstrate and set them up with access to iCare (Convergint's Service Coordination Software System)
  • Assists with collections of funds for past due service contract accounts. Provides administrative and service coordination overflow support as and where required.
  • Accurately and in a timely manner, administers D365 maintenance, including adding new sites, adding flags and modifying customer site changes.
  • Provides Specialists with badging and access to customers sites. Ensures that the specialists have completed all customer specific training. Maintains a log for both.
  • Completes regular audits on all service agreement accounts to ensure all billing and contractual requirements are being met.
  • Acts as primary point of contact and "our customer's best service provider" at all times thereby ensuring Convergint Technologies is the customer's first choice for service.
  
  
  
  
• Performs other duties and responsibilities as requested or required.

What You'll Need

• Customer Focus - Maintaining awareness of and seeking to meet of the needs and wants of the customer.
• Leadership Orientation - Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Service Department.
• Strong financial analytical skills including cost control.
• Excellent Microsoft Outlook, Project, Excel, Word and Power Point skills.

Company Benefits

Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits:

• 10 Company Holidays and Paid Time Off starting at 13 days annually
• Fun & Laughter Day Off
• Medical, Dental & Vision Plan
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Vehicle reimbursement plan or company vehicle
• Corporate Social Responsibility Day
• Cell phone reimbursement (if applicable)
• Paid parental leave

Requirements:

Education: High School/GED or equivalent experience

Minimum Experience: 1-3 years relevant

Preferred Experience: (but not required):

• 3 years engineering, field service or project management
• Experience in 1 or more of the following industries: electronic, fire alarm & life safety, building automation, and/or healthcare
• Previous supervisory experience

Convergint is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.