Customer Relations Manager

.Summary:

 

Our largest Hyperscale clients in the BENELUX region are Edgeconnex, Microsoft NTT, and Equinix. These clients have a number of UPS, DC and thermal systems under contract with Vertiv. The position requires you to support the management of these contracts. As the CRM Technician you will assist with the ownership of all aspects of service delivery, as defined by the Customer SLA and Contract documentation across the customer base. The delivery of service by sub contractor’s field resources will be your responsibility. You will encourage and promote Service excellence. This role is to drive first class customer service, provide enhanced productivity of scheduling, and to allow the Hyperscale CSM time to focus on developing these contracts and relationships. 

 

Duties & Responsibilities:

 

Planning Responsibilities

1. Take full control of Preventative Maintenance planning for all contracts involving these Hyperscale Clients
2. Ensure PM visits are timely and avoid backlog of contract visits
3. Pick up remedial actions from ECOs following interaction with the Technical coordinators 
4. Assist with any client needs during planned start ups on site. 

 

 

Client Contracts

 

1. Be fully conversant with the client’s contracts & data entry systems.
2. You will be the day to day contact for our customer.
3. Assist with Resolution of Technical issues.(Post ECO)
4. Production of Method Statements and Risk Assessments.
5. To prepare and submit quotations for remedial works. 
6. To assist with Project Management when necessary.
7. To offer technical guidance and support to all field engineers, internal Staff etc
8. To identify / evaluate technical training needs of sub contractors.
9. Assist / support in the monitoring of service delivery as per defined target and measured by independent random sampling.  
10. Assist with the implementation / monitoring of company H&S procedures measured compliance by H+S Manager, support depot H&S meetings

 

 

Service Delivery Assistance

 

1. Provide client CSM with feedback on Contract delivery performance.
2. Provide client CSM with feedback on Contract financial performance.
3. During the contract period you are to report any problems, client complaints, safety hazards and engineer complaints to the UK Service Operations Manager and CRM
4. Any other task within your limitations that you may from time to time be called upon to perform.

 

Additional Responsibilities

Forecasting (Monthly / Annual)

QBR Reports 

ALCM Reports

 

Interactions:

Hyperscale CSM, NTT, Edgeconnex, Microsoft, Equinix,DLR, Key Accounts Controller, BNL Service Ops Manager, Multiple Sub contract Service Providers, CRM Controllers. BNL Planning team. Local Technical managers.

 

 

 

Knowledge, Skills and Abilities:

 

1. At least 5-10 years experience in the Mechanical industry in a range of positions to give a high level of knowledge of service provisioning, Customer management and Safety Procedures 
2. HNC / HND in Mechanical engineering / or equivalent.
3. Have previous experience within a client/team co-ordination role.
4. Strong focus on customer satisfaction and long-term customer relation building. 
5. Excellent organizational and time management skills.
6. Excellent written and verbal communications.
7. Good commercial skills.
8. Self motivated and capable of operating with minimal supervision.
9. Ability to successfully interface with various departments and personnel in potentially stressful situations.