Field Service Account Manager (AZ or WA)

Description

Position Level: Exempt

Reports To: Regional Field Service Manager

Position Summary: The Field Service Account Manager oversees a portfolio of assigned customers, develop new business from existing clients and actively maintain a high quality of service and support. This position will answer client queries and identify new business opportunities among existing customers. The Field Service Account Manager collaborates with our sales team while keeping our clients satisfied and engaged with our products and services.

Essential Job Functions (include but are not limited to):

• Serve as the lead point of contact for assigned customer accounts
• Ability to develop trusted customer relationships with a positive, patient, and friendly manner, utilizing good interpersonal skills
• Implementation and configuration of proprietary software and hardware
• Onsite installations, process development and customer training
• Ensure the timely and successful delivery of our products, solutions, and services according to customer needs and objectives
• Develop new business with existing clients and identify areas of improvement within the customer environment 
• Collaborate with sales team to identify and grow opportunities within territory
• Document customer equipment and usage
• Demonstrate professionalism when representing the company in all communications with internal and external customers and vendors 
• Attention to detail and the ability to work independently
• Troubleshoot and diagnose problems, at a wide variety of customer sites, in conjunction with RES team members using various communication resources (phone, email, app, web, in person) 
• Track customer calls and create required reports 
• Follows all company policies and procedures 
• Complete and demonstrate a full understanding of ongoing training concepts and applications 
• In addition to the essential functions and responsibilities listed above, all positions are also responsible for: 
• Emulates the Runbeck values in daily interactions with internal and external customers
• Meet company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures. 
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments while maintaining regular and timely attendance 

Requirements

Education/Skills/Experience:

• Trade or Technical school certification/diploma or equivalent work experience
• Experience with software related applications, MS Office Suite products and other Commercial Off the Shelf (COTS) products
• Experience delivering client-focused solutions to customer needs
• Listening, negotiating and presentation abilities with strong verbal and written communication skills
• Effectively communicate technical ideas and processes 
• Understanding of physical electrical wiring and mechanical applications 
• Excellent attention to detail, organizational skills, and meets deadlines 
• Strong interpersonal and customer contact skills 
• Strong written/verbal communication skills; good math skills 
• Demonstrates computer skills and aptitude; Microsoft Office preferred 
• Effectively sets priorities 
• Ability to track and report on opportunities for improvement and success 
• Listening effectively when others are speaking 
• Credible, responsive team-player 
• Ability to perform and retain various skill related tasks, training, and operations
• 21 years of age (minimum)

Critical Competencies:

• Customer Service Excellence
• Accountability
• Passion for Results
• Integrity
• Development
• Job knowledge 
• Safety
• Adaptability / Flexibility
• Quality  

Physical requirements: 

• Possess the ability to push, pull, lift, and carry up to 50 lbs.
• Stand or sit for extended periods of time
• Effectively communicate both in person and by telephone
• Travel required, to various sites (customer sites, corporation headquarters) 
• Overnight travel required on occasion

Work Environment:

• Primarily indoors, controlled temperature environment 
• While performing in this environment the employee may be exposed to fumes or airborne particles, moving mechanical parts and vibration 
• Ability to work in a plant work environment with a variation of noise levels to include high to moderate