Service Support Manager (Fire Protection Industry)

The Senior Service Support Manager is responsible for coordinating between the Senior Vice President of National Accounts, Director of National Accounts, and Team Leads as well as Affiliate Managers. Update and train all National Accounts Standard Operating Procedures (SOPs) and assist in onboarding of new National Account customers. Monthly/weekly reporting to verify accurate billing, work order creation and follow-up processes are within the Company's expectations. Ensure National Account customers' expectations are within the agreed upon contracted terms.

ESSENTIAL JOB DUTIES:
* Act as the primary interface between the Senior Vice President of National Accounts , Director of National Accounts, and National Account Team Lead(s) and Affiliate Manager(s).
* Conduct weekly meetings with National Account Team Leads for Walmart and Home Depot accounts
* Create Reports in SFL and Service Channel to effectively manage these accounts
* Co-Lead Home Depot QBR Meetings and Walmart QBR Meetings.
* Develop Dashboards in SFL to track data while working with the analytic team
* Lead the on-boarding process for new work
* Audit and validate that national account customer administrative needs are being met.
* Work directly with third party call center and ensure COMPANY and national account expectations are being met.
* Support the sales efforts of the national account managers.
* Maintain National Accounts SOP.
* Review employee time sheets for accuracy ensure that submitted on a timely basis.
* Schedule and maintain ongoing training (Lunch & Learn, Salesforce updates) for the National Account Team Lead(s) and Affiliate Manager(s).
* Review monthly reports of the Nat Accts Teams to ensure work orders, quotes and invoicing are being done in a timely manner.
* Point of contact for Salesforce changes and updates for National Accounts.
* Complete national account Key Performance Indicator (KPI) reports, as required.
* Communicate with internal and external customers in a professional manner.
* Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:
* High School Diploma or GED, required.
* Associate's or bachelor's in business or related, preferred.

Experience, Knowledge, Skill Requirements:
* 7 years sales or fire protection industry service and/or inspection sales experience, required.
* 5 years reading electronic blueprints, preferred.
* 5 years operating a computer, Microsoft Office, required.
* Working knowledge of fire protection systems, preferred.

Communication Skills:
* Must have the ability to effectively read, write and communicate in English with employees, customers and board or directors.
* Experience with Salesforce, Invoice Router, and Timberline; preferred.
* Advance computer skills including Microsoft Excel, required.

Other Qualifications:
* Valid driver's license with acceptable driving record required. Reliable transportation, required.
* Must be able to comply with SFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement
* Regular travel, required, up to 15%

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