Ergotron

General

• Perform on-site installations, maintenance, and repairs of Ergotron equipment.
• Diagnose and troubleshoot equipment malfunctions, providing effective solutions to restore functionality.
• Fulfill paid for service, including regular inspections and preventive maintenance on equipment to ensure peak performance.
• Document service visits, including repairs performed and parts used, in the company’s service management system.
• Maintain timely and accurate expense reporting and submissions.
• Respond to customer inquiries and issues promptly and professionally.
• If applicable, maintain a well-stocked van inventory of necessary parts and tools for service calls.
• Effectively manage time tracking as outlined in policy stated in employee resource guide.
• Travel to customer locations as assigned, travel up to 100% is required.
• If applicable, assist in managing the relationship with customer for assigned account(s).
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented.
• Additional duties as requested.
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination.

Field Service Specialist II

Representative

• Primary support for global contact management system
• Meet call quality and service level expectations for all incoming activity via the global contact management system
• Update contact records for all inbound calls/chats and emails in Salesforce
• Provide product support to customers; escalate to tech support as needed for customer issue resolution
• Process and check free of charge/non-standard orders from inbound customers ensuring proper lead times, customer information, and special instructions
• Provide information on product availability and pricing, shipment tracking, updated order status and delivery information
• Convert or enter all orders into the order management system
• Partner with Operations when necessary on proper lead times
• Report, research and start corrective action for problems and complaints received from customers, partners or sales reps
• Create Service Requests, replacement orders and NCRs for tracking and issue resolution and ensuring customer satisfaction
• Issue Return Material Authorizations to customers within the guidelines of the RMA policy
• Follow-up on outstanding RMA’s
• Provide freight quotes based on order guidelines.
• Act as back up for sick, vacationing, or out of office sales support representatives
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination.

Customer Enablement Representative

• Primary support for global contact management system
• Assist customers with assembly instructions and provide shipping information
• Resolve billing questions and troubleshoot problems
• Act as liaison between customers and internal departments
• Process and confirm product orders
• Navigate Oracle and Salesforce systems for order status

Account Manager

• Own the relationship with CDW Healthcare across executive, sales leadership, category management, and field teams
• Develop and execute a joint annual business plan (JBP) with measurable revenue, attach, and solution goals
• Lead QBRs, EBRs, and strategic planning sessions with CDW Healthcare leadership
• Act as the escalation point for critical issues, ensuring fast resolution and long-term trust
• Drive net-new growth and share-of-wallet expansion across healthcare segments (IDNs, hospitals, clinics, ambulatory, etc.)
• Increase solution and software attach , not just product volume
• Identify whitespace opportunities and emerging healthcare workflows where Ergotron can differentiate
• Partner with field sellers to influence large deals, strategic pursuits, and national programs
• Bring strong understanding of healthcare environments, workflows, and buying dynamics (clinical, IT, facilities, procurement)
• Translate healthcare customer needs into clear value propositions and partner-ready messaging
• Stay current on healthcare trends that impact technology, mobility, infection control, and digital workflow
• Serve as the internal quarterback for CDW Healthcare across: Sales & Vertical Teams, Product Management & Engineering, Marketing, Customer Experience / Support
• Provide structured feedback on: Product gaps, Competitive pressure, Pricing & program effectiveness
• Ensure internal teams understand why CDW Healthcare matters and how to win together
• Drive partner enablement for CDW Healthcare sellers (training, tools, playbooks, messaging)
• Launch and manage partner programs, promotions, and campaigns aligned to healthcare priorities
• Track performance against plan and adjust tactics quickly
• Own forecast accuracy and pipeline visibility for CDW Healthcare
• Track KPIs including revenue, attach rates, solution mix, and program ROI
• Provide regular executive-level updates internally
• Customer visits, industry events and Ergotron team collaboration opportunities, 20-35%

Senior Channel Account Manager

Account Executive

• managing and selling to specific territory and target accounts
• accountable for achieving the defined sales objectives
• remotely manage & sell to target accounts
• lead end-to-end sales process from lead generation to fulfilment and renewal
• build expertise in Ergotron value proposition and products
• maximize coverage within assigned target accounts
• coordinate with leadership and marketing to create relevant marketing materials
• engage other sellers on accounts/opportunities