Full Job Description
Description:
Are you a self-motivated individual looking to build customer and operations management experience? Do you seek a career where your attention to detail is crucial for troubleshooting and customer satisfaction?
We are looking for a highly energetic and committed individual with a passion for excellence in product and culture. The ideal candidate will:
• Be a strong communicator with solid analytical skills.
• Have detailed practical experience and be recognized as a Subject Matter Expert (SME).
• Be sought after for advice and able to apply knowledge in complex and difficult situations.
• Lead others in the area, define best practices, and share knowledge and experience.
The Senior Technical Account Manager is the lead point customer contact for Major Oil Customer. In this role, the candidate will be responsible for leadership, guidance, and oversight for driving customer success and retention. This role will assess and report customer SLA contract obligations, analyze payment system equipment trends, Assigned Service Contractors (ASCs) performance, and prioritize closed loop requirements.
WHAT YOU WILL DO:
• Technical expertise driving customer success on applicable service deliverables in the arena of monitoring (daily, weekly, monthly, and annually) for Closed Loop Processes
• Management of Authorized Service Contractor (ASC) dispatches which includes but is not limited to daily open case listings, aging, status, and estimated time for completion updates for resolution.
• Establish procedures to ensure compliance and delivery of customers' service contract requirements.
• Lead Cooperative Business Planning including jointly establishing key service performance targets, identifying and implementing quality & process improvement initiatives to achieve the targets, and reviewing metrics and action plans on a regular basis.
• Provide site management including tracking of additions and removals, ASC response time and performance, monitor site escalations, provide ASC technical support, POS/Alarm related special projects, and help desk standard work updates
• Implement and manage root cause technical analysis into actionable results which includes analyzing data to develop solutions (closed loop process).
• Assist and monitor Support Center activities of 24/7/365 help desk responsibilities and off hour calls during assigned holidays or other required days.
• Maintain work order tracking and data management to track ASC performance
• Achieve margin targets through cost control measures and Scorecard KPI targets with both the end customer and Invenco by GVR departments.
• Ensure the financial success of all assigned programs and projects, meet all committed delivery dates & measures, and cultivate ongoing customer satisfaction.
Qualifications:
ABOUT YOUR EXPERIENCE:
• Four-year undergraduate degree in Business, Marketing or equivalent experience
• Demonstrated project management skills
• Microsoft Office (Excel, Word, Visio, and PowerPoint)
• Excellent customer service and communication skills (verbal and written)
• Effectively drive results
• Effectively utilize resources to meet all customer contractual requirements (minimum)
• Strong technical knowledge of Gilbarco Veeder-Root equipment
• Analytical capability
• Able to travel if needed
• Ability to provide customer presentations and training where applicable.
• Microsoft Office Suite Power BI & App experience is a bonus.
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days each year, 13 paid holidays (including 3 floating holidays), and paid sick leave.*
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant's geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.
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