Service Strategic Account Manager

Service Strategic Account Manager

Position Overview:

The Service Strategic Account Manager serves as the primary contact for key service clients, overseeing projects from planning to completion. This role ensures client satisfaction, promotes service excellence, identifies growth opportunities within existing accounts, and collaborates with internal teams and external partners to deliver successful outcomes.

Reporting Relationship:

The Service Strategic Account Manager reports to the Service Manager.

Responsibilities/Accountabilities:

- Works in conjunction with HM Cragg Safety Coordinator to maintain all Safe Work Practices are followed in project work areas.

- Responds promptly to customer inquiries and service requests.

- Develops customer-specific matrix pricing models.

- Prepare quotes and provide application engineering support as needed.

- Manages the preventative maintenance program for strategic customers.

- Receives work requests from customers and enters customer order into ERP system.

- Creates work orders/work tasks in ERP and assigns to technicians to perform work.

- Be a first point of contact for solving issues on both a proactive and reactive basis. Escalate issues to the Service Manager when necessary.

- Develops project schedules with key milestones to manage and communicate all activities.

- Defines team roles and responsibilities, ensures projects are delivered on time and within budget, and collaborates with customers to clarify project scope.

- Close out work orders/work tasks and invoice customer.

- Navigates customer portals to perform service-related transactions.

- Orders materials required for project in a timely and accurate manner.

- Continually remains updated on all industry standards, ensuring all specifications are met and acting to implement new standards of performance if necessary.

- Develops strong line of communication with management and within all departments utilizing service.

- Operates forklift, pallet jack, and other equipment, as necessary.

- Reviews inspection data for quality and accuracy.

- Prepares and/or reviews battery inspection reports, battery replacement or installation reports and battery testing reports.

- Ensures all project closeout documentation is accurately completed and submitted to the customer.

- Coordinates calibration and repair services for test equipment used by technicians.

- Perform other duties and assignments, as necessary.

Requirements:

Skills/Knowledge

- Strong leadership, supervisory, employee training and development skills.

- Excellent communication skills (written and verbal).

- Strong organizational skills.

- Strong knowledge of DC power equipment, specifically in telecommunications, switchgearcontrol, and UPS industries.

- Strong technical and spatial reasoning abilities.

- Compliance with all company and industry standard safety and technical certifications and requirements.

- Ability to utilize and train on the company expense and time-reporting systems.

Personal Attributes

- Demonstrate honesty and integrity in work and relationships.

- Demonstrates servant leadership principles with internal and external customers.

- Demonstrates innovation/creativity in work.

- Possesses strong work ethic and takes ownership of both company and client goals/objectives.

- Focused on understanding, meeting, and exceeding customer expectations.

- Focused on collaboration and teamwork for the mutual success of the company and its employees.

Posting Qualifications:

- Proven experience managing projects on time and on budget.

- Desired knowledge of DC Power products, familiarity with complementary and competitive products and DC Power Services.

- Industry experience preferred.

- Ability to lift items greater than 25lbs (and up to 150 lbs.) on a regular basis.

- Desired knowledge of project management software or demonstrated ability to quickly learn new software.

- Strong Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

At HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.