Sr. Technical Account Manager

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.