Account Manager
Hostaway
Job Level
Mid-LevelSenior
About the role
- 1.Customer Relations/Customer Satisfaction
- Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office).
- Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.
- Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.
- Communicates to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity.
- Represents NCR in a manner that reflects positively on the image and reputation of the company 2. Customer Services Assists or delivers the following customer services:
- Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance
- Performs periodic preventative maintenance on assigned products
- Diagnoses problems, makes minor repairs, and replaces components (at the module level). Follows appropriate security procedures when working with ATM’s and or within financial institutions.
- Equipment Staging and Installation
- Performs shop or site staging of equipment as assigned
- Assists, as part of a team, in site preparation and equipment installation. May install limited modifications or Field Retrofit Orders (FROs)
- Performs any needed modular swaps and unit replacements 3. Asset Management
- Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management
- Maintain an appropriate parts inventory as well as parts record keeping 4. Reporting
- Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required
- Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation
- Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities 5. Scope
- T&M Revenue- meet or exceed plan based on territory or country/region goal
- Closed Calls/CE/Day – based on territory or country/region goal
- Utilization Rate – based on territory or country/region goal
- Open Calls/CE/Day – based on territory or country/region goal
- Local Parts Fill Rate/Day – based on territory or country/region goal
- Customer Satisfaction – based on territory or country/region goal
- Call backs - based on territory or country/region goal
- SRL/SLA Percentage of SLA Met based on territory or country/region goal
- FVR - based on territory or country/region goal
Requirements
- Valid Drivers' License and cleared background check and drug screen
- Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required
- Work Environment: service accounts within a given area and may be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
- Physical Environment: may require prolonged travel, carrying and lifting a tool kit/parts of varying weights (1-50 lbs.)
- May require bending/squatting, walking/standing/sitting for prolonged periods
- Exposure to enclosed spaces, dust, drafts, and damp areas
- Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting
- Function under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers)
