Service Account Representative

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. May maintain inventory for projects and inspections.

1. Implements and manages a customer quality assurance program, identifies opportunities to grow the CSP base through proposal of additive services to existing customer CSP's, conducts weekly customer site visits, demonstrates industry knowledge and maintains a professional image when meeting with our customers.
2. 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.
3. 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.
4. 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.
5. 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.
6. Generates a variety of reports including inspection reports for systems that have been tested, distributes to customers and authorities having jurisdiction.
7. Provides Service Quotes to customers with the assistance of the Service Operations Manager.
8. 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.
9. 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.
10. Meets with customers and other colleagues on an as-needed basis to demonstrate and set them up with access to iCare.
11. Assists with collections of funds for past due service contract accounts. Provides administrative and service coordination overflow support as and where required.
12. Accurately and in a timely manner, administers Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
13. Provides Specialists with badging and access to customers sites. Ensures that the specialists have completed all customer specific training. Maintains a log for both. May have direct supervisory responsibility for team of Specialists.
14. Completes regular audits on all service contract accounts to ensure all billing and contractual requirements are being met.
15. 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.
16. Performs other duties and responsibilities as requested or required.