Service Account Manager

Job Description: Coordinates, prioritizes, and resolves issues encountered by the team. Optimizes the usage of manpower, standard time, equipment, and energy of the team. Escalates critical/complex issues that will impact the business and manage quality issues. Contacts customers & Dealers/Distributors, collects feedback, and establishes and maintains good relationships with customers, Dealers/Distributors. Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans. Forecasts, monitors, and documents financial performance against plan. Manages end-to-end aftersales service delivery and account receivable through Microsoft Business Central. Recruits, interviews, hires, and trains technicians as required to meet workload demands and company or customer expectations and requirements. Manages a team of service technicians direct reports and a few in-house subcontractors. Manages parts, materials, and tools procurement, and logistics scheduled maintenance, repairs, and emergency service calls. Engages in end-to-end process with subcontractors, from quotations comparison to site deliverables to invoice. Responsible for contract renewals and simple repair quotations process. Drives EH&S initiatives, creates EHS awareness, and monitors compliance. Responsible for KPIs such as productivity, field expenses, Aftermarket Service Sales revenue/margins. Job Requirements: Degree/Diploma in Mechanical/Electrical/Electronic Engineering or equivalent practical experience. Minimum 3 years of experience in a similar supervisory role within the Aftermarket Service Industry. Strong organizational and problem-solving skills. Excellent communication and interpersonal abilities. Proficiency in Microsoft Business Central or similar tools. Understanding of EH&S standards and practices. Passionate about picking up knowledge of Professional/Commercial Foodservice Equipment. Meticulous and able to handle a large volume of work with high accuracy. Independent worker who is reliable to deliver without supervision. #J-18808-Ljbffr