Essential Functions

 
Sales and Account Management:  

1. Assist in achieving the team sales and revenue plan. 
2. Assist in achieving the gross margin goal.
3. Assist in acquiring the Preventative Maintenance Program (PMP) goal.
4. Identify needs by establishing a personal rapport with current and potential customers.
5. Provide products, service, equipment, and technical information by answering questions and requests.
6. Generate and deliver impactful T &M proposals that lead to accepted work.
7. Interact with clients who are not satisfied, putting service and communication techniques into practice to resolve any conflicts professionally and answering inquiries respectfully.  Advancing issues as appropriate. 
8. Answers customer inquiries and resolve or advance customer issues, as appropriate. 

 
Operations:  

1. Complete all required portions of Life Cycle. 
2. Forecast workload. 
3. Schedule and dispatch labor activities for planned and unplanned work.
4. Schedule to align Technicians to the appropriate customer and service need.
5. Communicate the action plan to the customer by giving notice of availability, service date/time, Technician information, status updates, and answering questions.
6. Ensure Technicians are provided with daily schedules and maintains consistent communication.
7. Follow up on activities to ensure completion in an established timeframe. 
8. Assist the Planned Maintenance Specialist in preparing weekly/monthly execution plans for PMP scheduled service visits.
9. Monitor and schedule activities and ensure agreement commitments are met at the accurate intervals.  
10. Coordinate with Service Sales for scheduling and completion of quoted work. 
11. Reconcile service requests daily and prepare for invoicing. 
12. Serves as primary point of contact for customers, Technicians, sales, and operations team.

 
Administrative:

1. Respond to all messages left overnight. 
2. Review and approve Technician timecards, for payroll.
3. Review Technician work orders, identify opportunity, notify the appropriate sales personnel. 
4. Assist in updating both the internal (Outlook) and external (AMBS) on-call calendars.  
5. Participates in meetings as necessary.  
6. Ensure that all customer account information required to support call management activities and scheduling of tasks is kept up to date in the company system. 
7. Facilitate administration of warranty claims. 
8. Upon completion, reconcile all service requests daily.
9. Contribute to sales effectiveness by identifying short-term and long-range issues that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives.
10. Analyze sales reports and client account information to gain insight into the best way to provide services for specific clients, then explain this information to sales associates
11. Act as a redundant source to the Service Biller by understanding their essential functions and being able to accomplish tasks as needed. 
12. Other duties and administrative activities as assigned. 

 
Billing: 

1. Assist in preparing customer billings and any necessary supporting documents or spreadsheets in compliance with contractual requirements and in accordance with monthly customer deadlines and/or preferences.
2. Assist in proactively contacting customers to ensure customer satisfaction and a commitment to pay.
3. Assist in the timely collection of outstanding invoices.  
4. Assist with the month end accounts receivable close process and maintain a high level of organization for all customer records in compliance with all government regulations and company policies.
5. Collaborate with company account executives and customer contacts to develop effective and accurate billing procedures.
6. Assist in researching and resolving any customer billing issue(s) and/or questions in a manner that meets or exceeds expectations. This includes, but is not limited to, reviewing customer files, reviewing cash applications, and reconciling customer billing histories.
7. Proactively monitor open Service Requests with WIP for timely completion and invoicing. 
8. Assist with payment receipt/processing (e.g., cash, checks, ACH, wire, credit card charges, etc.).
9. Assist with labor and material validation for accuracy in billing.
   1. Labor – correct jobs / work sites
   2. Material – reconcile to vendor and/or relieve inventory accordingly, apply mark-up theory