"Enabling our clients with a decisive, high quality, technology advantage..."

Job Description

Title:              Associate Technical Account Manager

Department:  National Support Center

General Description:

Under the general direction of the Technical Account Manager and supervision of the Lead TAM, assists the TAM with a variety of technical and administrative duties. Provides technical assistance and assists TAM with the management of customer accounts. Generates part orders through the Logistics department. Uses diagnostics and hardware manuals. Knowledge in analyzing and troubleshooting hardware problems. Assists in establishing work priorities and resolving problems. Travels as required. Handles confidential information.

Relationships:

Internal: Communicates with Business Development Managers, Project Manager, Accounting staff, Lead TAM, TAMs, and staff of other departments at various levels.

External: Communicates with subcontractors, customers, field technicians, IT professionals, vendors, and the staff of other outside entities, as needed.

Primary Duties and Responsibilities:

1. Assists the TAM with monitoring of assigned incoming calls, contacting the customer and evaluating the type of service required to correct the problem(s).
2. Assists the TAM with identifying the subcontractor for handling the respective call and for using the technician with the required level of qualifications, assuring timely and effective repairs.
3. Assists the TAM with dispatching the call to the subcontractor, or local field engineer ensuring that the technicians calls the customer to arrange the Estimated Time Arrival (ETA), and following up to ensure that the call is completed according to prescribed Service Level Agreements (SLA).
4. Assists the TAM with monitoring and managing the call from dispatch to completion, ensuring timely arrival of technician, availability of needed parts upon technician’s arrival and ensuring that the technician has the necessary tools and skills to complete the job.
5. Assists the TAM with maintaining accurate documentation, completing all required ITG Center service call screen entries for each call, and completing any required paperwork.
6. Assists the TAM with the compilation of daily, weekly, and monthly reports as required.
7. Assists the TAM with tracking and assuring the return of parts by subcontractors and/or ITG technicians, entering the necessary information in the parts order screen, e.g., S/N of defective part being returned, and the ETA in the log notes in ITG Center.
8. Coordinates and interfaces with logistics companies and with common carriers such as FedEx, UPS, Airborne, and Sky Courier, to ensure timely delivery of parts.
9. Assists the TAM with communications with the prime contractor software support and administrative offices, to ensure that service level agreements (SLAs) are met.
10. Assists the TAM with pursuing, receiving and entering of closing information in ITG Center, in order to provide the necessary data for the completion of the service call.
11. Responds to customers concerns and/or any other negative feedback, as directed by the TAM. Demonstrates care and reassures the customer, and assists the TAM with handling the immediate addressing and correction of problems.
12. Keeps abreast of all current policies and/or applicable changes that might affect the support of the customer. Identifies process improvements to increase effectiveness and customer satisfaction.
13. Offers support and assistance to team members and to other teams/projects within the company as required.
14. Assists the TAM with contacting the customer to ensure that repairs were completed, and to verify the customer’s satisfaction.
15. Uses proprietary in-house software, such as ITG Center and investigates, analyzes, and resolves systemic quality issues.
16. Produces and provides Reports as necessary to ensure compliance and improvements.

Other Assigned Duties:
Performs related duties as assigned.

Qualifications:

High School diploma or equivalent GED, or equivalent training and work experience. Associate’s or equivalent degree preferred.
Minimum of one year technical experience in maintaining IT equipment and/or other aspects of a similar technical field.
Good working knowledge of computer systems, troubleshooting skills and customer service experience.
Thorough knowledge of Windows 2000 or higher, and proficiency in MS Word and Excel.
Ability to work in a fast paced environment while handling multiple tasks.
A+ Certification required.
Excellent organizational, verbal, and writing communication skills.
Working knowledge of a variety of equipment, including PCs, printers, and laptops.

Status:
Exempt.