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Account Manager

2 months ago

Minneapolis, United States HM Cragg Full time
Job DescriptionJob Description

Account Manager - Generator Services


HM Cragg is a premier generator service provider and authorized Generac - Regional Industrial Dealer. We are committed to delivering reliable power solutions to our clients, encompassing residential, commercial, and industrial sectors. Our expert team focuses on generator service sales, installation, maintenance, and repair services, ensuring our customers have a continuous power supply when they need it most.

As a Generator Services Account Manager, you will be responsible for overseeing a portfolio of clients, coordinating with field technicians, and ensuring exceptional customer service. If you have a strong background in account management, excellent communication skills, and a passion for delivering outstanding service, we want to hear from you.


Reporting Relationship: This position will report to the Generator Service Operations Manager.


Primary Responsibilities:

  • Oversee and manage the work order lifecycle, from receipt of a customer work request to final invoicing.
  • Manage maintenance contracts, repairs, and emergency work requests for a large customer base throughout MN, ND, SD, IA and NE.
  • Plan and manage dynamic job schedules in a fast-paced service environment.
  • Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes to clients.
  • Manage financial job performance using cost controls and capture all billable time and materials.
  • Maintain customer databases ensuring accuracy and up-to-date information.
  • Promptly answer customer phone calls and emails and provide a high level of customer service and satisfaction.
  • Promote the company image through exercising sound and ethical business practices as they relate to clients, subcontractors, suppliers, and other shareholders.
  • Resolve customer inquiries and escalate issues as needed, collaborating with the Service Manager, Service Coordinator, and technicians.
  • Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.
  • Develop and create formal plans and presentations for internal and external audiences.
  • Attend or facilitate internal & external meetings, providing assessments to ensure operational objectives and performance metrics are met.
  • Manage open ticket backlog, provide status updates and reporting for customers and management.
  • Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.
  • Provide direct support to Service Sales through contract entry and work order creation
  • Track, manage and secure contract renewal contract agreements with our contract customers

Requirements:

Skills/Knowledge

  • Must be computer literate, a Windows based environment preferred (Microsoft 365: Word, Excel, Power Point, Outlook).
  • Business Acumen - Understands business implications of decisions.
  • Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.
  • Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics.
  • Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback.
  • Demonstrated proficiency in verbal, written and listening skills; ability to write reports and business correspondence, and to effectively present information and respond to questions from groups of managers, clients, applicants, etc.
  • Conducts self professionally, skillfully, and efficiently manage client needs, responds promptly to others at all times, and treats others with respect.
  • Continually to develop ones' skills and encourages growth, strong ability to work independently, inspires and motivates others to perform successfully, ability to bring new ideas to the table.
  • Capable of planning and delivering timely on established goals
  • Technical aptitude with a passion to learn

Qualifications

  • 2 years' experience performing administrative job duties.
  • CRM software proficiency required.
  • A knowledge of the field services and/or power generation industry.

Travel Expectations: No travel


Hours of Operation:

  • Monday - Friday: approx. 7:00am - 4:00pm
  • During emergencies and periods of high activity, it is possible and even likely that this position may be directing activities at any time of the day or night, as necessary.