Service Account Manager - Basildon (BST-104836)

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Service Account Manager
Basildon, Essex, England

To undertake day to day management of a number of service and installation contracts within the petroleum retail industry. You will own a number of KPIs and be responsible for driving continuous improvements through a standard tool set and development of the relationships within the client account. You will drive contract profitability and will be incentivised to drive percentage improvements against a JOP. In addition to the account role, you will also be called on as Customer Service Centre support, during holiday and low cover periods at the discretion of the Customer Service Operations Manager. The purpose of this aspect of the role will be to support with engineers and field managers to achieve a minimum 92% SLA and sustain backlog below an agreed company target.
Principle contact for the client and associates relating to multiple service contracts in place
Ensure account backlog remains lower than 2 days call volume and that 20+ day backlog is lower than 35% of overall account backlog
Increase contract profitability through monthly steering meetings and data analysis
Development and presentation of account specific KPIs, followed up by relevant gap analysis, root cause counter measure and solution development
Monitor and analyze customer activity to identify new business
Update senior management with key issues, revenue potential and business expansion opportunities
Run regular performance reviews with clients and senior management
Manage small projects through to completion
Ensure excellent communication is maintained with the target account ensuring coherent strategy is presented from across the whole organization
Minimize need for customer escalations
Review closed contracts jobs for chargeable opportunities
Attendance at daily Gemba walk
Relationships

Customer Service Operations Manager
UK Service Director
Regional managers
Key Account Managers
Field Service Engineers
Customer contract managers

Measures of Performance

Delivery against profitability targets (Monthly DM % and core chargeable revenue)
Service contract KPI set
Minimum SLA targets to be achieved of 92% within regions
WIP progress jobs not to exceed 400 at any one time for the company

Background and Skill
Good A Levels or equivalent qualification.
Computer literate including knowledge of Microsoft Excel and Access and PowerPoint
Some knowledge of petrol forecourt, point of sale and tank gauge equipment would be desirable.
Excellent customer relations skills
Experience in an operational environment dealing with field engineers
Well structured and strategic approach with excellent organisational and time management skills

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.