Job Description
Key Accounts Contract Manager - WD
What you will do
Responsible for providing programme management and coordination for various National Accounts customers and their bespoke requirements whilst supporting the sales and operational teams to deliver excellent customer service achieving customer Key Performance Indicators and Service Level Agreements.
How you will do it
Maintain a close working relationship with the Installation and Service departments in order to deliver the customers aims and objectives.
Direct design, coordination and implementation of designated programmes.
Contribute to program planning and project design at concept and implementation stages.
Ensure that service delivery is being managed in accordance with the agreed processes, including service level agreements and engineer documentation.
Report and escalate any service and/or installation issues to operational managers in a timely fashion, ensuring that corrective action is taken where necessary.
Escalate any customer complaints to the National Accounts Operational / Sales Leadership.
Design and control various programs including briefing instructions to the operational managers in a timely fashion and ensuring that best practice is exercised.
Proactive communicate to operational managers / planners for resource and procurement planning to achieve programmes.
Planning and scheduling of new service delivery programmes with CSC Impact Assessment Team and National Operations to support manpower allocations guaranteeing that planned maintenance calls and call-outs are completed within the specified time frame.
Planning and scheduling of new installation rollouts and programmes with operational managers and planners to support manpower allocations guaranteeing that programs are completed within the specified time frame.
Coordination and collation of engineers' documentation to ensure both accuracy and expediency, including inspection dockets, compliance certificates, audits and dilapidation reports.
Programme design in conjunction with Planners and FLM's to allow scheduling of manpower and equipment requirements for programmed jobs, guaranteeing that the jobs are completed within the specified time frame and budget allocated.
Design and communicate customer specific Health & Safety information to support the operational teams to ensure compliance with all legislation.
Manage work in hand to maximise productivity.
Prepare, produce and distribute performance reports and programmes as required internally by the operation and externally to customers.
To behave in a manner consistent with Tyco's culture and actively promote this culture within the support team through inclusively, diversity and empowerment.
To be part of the development of the support team ensuring their value to the organisation is recognised.
Dedicated to the provision of excellent Customer service. Meet the expectations and requirements of both internal and external customers, establishing and maintaining effective relationships with customers.
Any other duties in line with the role.
Qualifications
What we look for
Required
Appropriate experience in a customer facing environment
Demonstrate a successful track record of achievement in customer service excellence.
Demonstrate the ability to network with relevant group's
Excellent communicator
Ability to prioritise tasks and achieve goals.
Excellent communication skills.
Support the goal of customer excellence atmosphere through hard work, tolerance and consistency, attempting to fulfil projects with honesty and integrity.
Ability to provide excellent customer service by meeting the expectations and requirements of both internal and external customers.
Preferred
Product knowledge of HVAC systems
Programme / Project Management qualification
H&S accreditation
Educated to A Level standard (or equivalent)
University Degree in relevant subject desirable
Job Sales & Marketing
Primary LocationGB-Manchester-Manchester
Organization Bldg Technologies & Solutions
What you will do
Responsible for providing programme management and coordination for various National Accounts customers and their bespoke requirements whilst supporting the sales and operational teams to deliver excellent customer service achieving customer Key Performance Indicators and Service Level Agreements.
How you will do it
Maintain a close working relationship with the Installation and Service departments in order to deliver the customers aims and objectives.
Direct design, coordination and implementation of designated programmes.
Contribute to program planning and project design at concept and implementation stages.
Ensure that service delivery is being managed in accordance with the agreed processes, including service level agreements and engineer documentation.
Report and escalate any service and/or installation issues to operational managers in a timely fashion, ensuring that corrective action is taken where necessary.
Escalate any customer complaints to the National Accounts Operational / Sales Leadership.
Design and control various programs including briefing instructions to the operational managers in a timely fashion and ensuring that best practice is exercised.
Proactive communicate to operational managers / planners for resource and procurement planning to achieve programmes.
Planning and scheduling of new service delivery programmes with CSC Impact Assessment Team and National Operations to support manpower allocations guaranteeing that planned maintenance calls and call-outs are completed within the specified time frame.
Planning and scheduling of new installation rollouts and programmes with operational managers and planners to support manpower allocations guaranteeing that programs are completed within the specified time frame.
Coordination and collation of engineers' documentation to ensure both accuracy and expediency, including inspection dockets, compliance certificates, audits and dilapidation reports.
Programme design in conjunction with Planners and FLM's to allow scheduling of manpower and equipment requirements for programmed jobs, guaranteeing that the jobs are completed within the specified time frame and budget allocated.
Design and communicate customer specific Health & Safety information to support the operational teams to ensure compliance with all legislation.
Manage work in hand to maximise productivity.
Prepare, produce and distribute performance reports and programmes as required internally by the operation and externally to customers.
To behave in a manner consistent with Tyco's culture and actively promote this culture within the support team through inclusively, diversity and empowerment.
To be part of the development of the support team ensuring their value to the organisation is recognised.
Dedicated to the provision of excellent Customer service. Meet the expectations and requirements of both internal and external customers, establishing and maintaining effective relationships with customers.
Any other duties in line with the role.
Qualifications
What we look for
Required
Appropriate experience in a customer facing environment
Demonstrate a successful track record of achievement in customer service excellence.
Demonstrate the ability to network with relevant group's
Excellent communicator
Ability to prioritise tasks and achieve goals.
Excellent communication skills.
Support the goal of customer excellence atmosphere through hard work, tolerance and consistency, attempting to fulfil projects with honesty and integrity.
Ability to provide excellent customer service by meeting the expectations and requirements of both internal and external customers.
Preferred
Product knowledge of HVAC systems
Programme / Project Management qualification
H&S accreditation
Educated to A Level standard (or equivalent)
University Degree in relevant subject desirable
Job Sales & Marketing
Primary LocationGB-Manchester-Manchester
Organization Bldg Technologies & Solutions
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