Technical Account Manager

Description:

Technical Account Manager

Summary

Purpose – Ensure customer satisfaction and product reliability through the delivery of regular technical account management, on-site service and account review to serve & support customers in order to never lose an account Objectives – drive satisfaction and delight of all stakeholders per account Accountable for – supporting the Sales Unit to achieve targeted sales growth, customer management (satisfaction & delight), SLA Delivery, DOPS training, IB reliability Key stakeholders – own EBME, SSD, Decon – network other stakeholders

Main Responsibilities/Main Tasks

• Responsible for the delivery of technical account management to include on-site service, damage prevention and KPI review to identify best practice routine equipment handling to customers through coaching, education and training activities.
• Create and deploy actions plans to improve customer service delivery
• Deliver technical service support to the sales unit in installing and commissioning of products
• Perform assembly, installation and commissioning of new stock
• Perform assembly, installation, commissioning and decommissioning of demo stock
• Perform field based technical activities to include emergency call out, customer query and complaint handling (on site and by phone) and testing and inspection of equipment to necessary standards
• Deliver technical support to customers including the training of customers in the application of company products and Direct Observation of Procedural Skills (DOPS)
• Support other TAM’s and office based technical activities as necessary

Qualifications

• Experience working or covering a territory
• Minimum of 5 GCSE’s at grade C or above including Maths and English or equivalent Intermediate level of knowledge and computer literacy
• Possess IT skills including Microsoft Office to basic level
• Full, clean driving licence