A  Service Account Manager (  SAM ) would provide leadership to Service Operations Business of both Applied and CFS teams.  Totally accountable to Annual / Quarterly / Monthly business targets of both Applied and CFS business.  Ensure all customer satisfaction metrics are met / exceeded. 

Daily Routine Activities

1 Daily communication to Technicians to reinforce the safety culture. Aggressively engage in any and all safety incident investigations. 

Create actions / communications to avoid future recordable Injuries.

2 Support the completion of active SRs and activities not completed. Help remove barriers for completion as required.

3 L&M - Daily WIP & Billing (Drive linear billing throughout the month). Approve all L&M quotes above set thresholds.

4 L&M - Monitor L&M Compliance (i.e. Labor Discounts, Parts Discounts, Quoted & Secured GM% etc.)

5 PSA - Review estimated vs. actual SSV hours. Review PSA Renewals Margin Expansion.

6 Address any external and internal Customer Satisfaction issues that have arisen.

7 Review outstanding A/R balance with SDM (CSA) and discuss action plans for delinquent customers.

8 Monitor Team Schedule to ensure all Technicians have scheduled activities for the next day; adjust workforce as required.

Weekly Routine Activities

1 Follow daily rountine activities.

2 Approve time and expense report submissions. Address Time Sheets that have not been submitted or approved.

3 Perform Customer Touchpoint Activities & job site visits (3-5 customers per week).

4 Assist in finalizing all PSA bookings (new & renewal). Review all new PSA sales opportunity cost & scope estimates before Sales presents proposal. Complete Exit Process for all non-renewing PSAs.

5 Follow-up on open L&M and PSA quotes/opportunities for the following month.

6 Lead weekly meeting with TTL, SDM (CSA), SDA (CSAA) to review L&M pipeline activity and balance of SSV planned.

7 Identify performance gaps, define actions to address and fortnightly review on progress.

8 Analyze manpower needs for TBSV business. Review technician utilization & provide monthly Labor & L&M projections.

9 Fortnightly recruitment and retention reviews.

10 Set & Monitor goals for customer account GM delivery.