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Account Manager

3 months ago

Boca Raton, Florida, United States 626 Full time
Job Description

Position: Account Manager

Reports to: Regional Manaher

Are you ready to join one of the biggest names in Healthcare Technology Management?

Are you ready to be part of something special...

This is your opportunity to get in the door as we EXPLODE in growth

If you are energetic and passionate --> YOU NEED TO APPLY

Who We Are:

Founded by Philip Revien and Michael Fischer in 2014, 626 provides maintenance expertise on all medical technology equipment manufacturers and modalities. Philip and Michael first met in the maternity ward of a South Florida hospital on June 26, 2012, the day each of their sons were born. The vision for 626 (a tribute to their sons' birth dates) was also born that day.

The pair began talking and soon realized they shared a common goal— improving patient care. Two years later, 626 was established. What began as two men in a garage, 626 now employs more than 100 employees nationwide and has emerged as one of the fastest-growing third-party company in the healthcare technology management market.

Position: Account Manager – Customer Success

Reports to: Regional Manager

Summary/Objectives:

The Customer Success Specialist interacts with Customers and 626 Engineers and Service Directors to ensure a successful service event. They are responsible for providing 626's Customers with an exceptional service dispatch experience by responding to service requests efficiently, scheduling and dispatching 626 Field Service Engineers in adherence to service level agreements and providing quality customer updates throughout the dispatch and service processes.

Essential Responsibilities
  1. Effectively manage service events by communicating with both the Customer and the Field Service Engineer to ensure clarity throughout the service process.
  2. Understand customer contractual coverages to ensure service level agreements are upheld throughout the dispatch and service processes.
  3. Identify contractual exclusions throughout the service process to identify when a PO must be presented to the Customer for additional parts and service fees.
  4. Follow-up with Field Service Engineers to obtain status on service events to relay to the customer.
  5. Follow-up with Parts Procurement to obtain status on open parts orders that are required for future service scheduling.
  6. Provide regular, quality, and timely updates to the customer throughout the service process to provide visibility throughout each step of the service process.
  7. Identify when escalation to an Account Director or Service Director is necessary and appropriate to meet customer needs and resolve imminent or potential future issues.
  8. Manage Preventative Maintenance requests for your assigned accounts and support efficient scheduling when possible.
  9. Document all relevant updates throughout the service process within the work order to relay information required for accurate billing.
Qualifications & Background
  1. Problem-solving skills to resolve issues with efficiency and professionalism
  2. Customer service skills and positivity to enthusiastically promote the 626 brand
  3. Ability to relay information in a fast-paced environments
  4. Ability to multitask with different, and sometimes conflicting, events happening at the same time
  5. Knowledge of computers for scheduling and other dispatching duties
  6. Associate's or Bachelor's degree preferred but not required
  7. 2+ years of experience in a high-volume customer service role preferred
  8. Prior experience working in a Field Service / Equipment Maintenance industry is a plus
Work Schedule: Full-time

Physical Demands

The physical requirements that are essential to perform this job are to talk and to hear. It will also be required by the employee to frequently stand, walk, lift up to 25 Lbs., to use hands to handle or feel; and reach with hands and arms.

Education and Experience
  • High School Diploma or GED Required
  • Sales Experience Preferred
  • Some College or Degree Preferred
Benefits:
  • Medical
  • Dental
  • Vision
  • Health Savings Account
  • 401(k) with Employer Matching
  • Life Insurance
  • Paid Time Off
626 Opco, LLC provides employment opportunities to all individuals regardless of race, color, age, religion, sex (including pregnancy and gender identity), national origin, sexual orientation, marital status, disability, or genetic information).

Please note that this job description is not a complete and comprehensive list of duties and responsibilities that are required of the employee. A responsibility or duties can or will change at any time with or without notice.