{"id":3250,"date":"2019-04-10T10:31:58","date_gmt":"2019-04-10T14:31:58","guid":{"rendered":"https:\/\/staging.itgonline.com\/itgonline\/?p=3250"},"modified":"2020-03-30T10:36:27","modified_gmt":"2020-03-30T14:36:27","slug":"technical-account-manager","status":"publish","type":"post","link":"https:\/\/staging.itgonline.com\/itgonline\/jobs\/technical-account-manager\/","title":{"rendered":"[Closed] Technical Account Manager"},"content":{"rendered":"\n<p class=\"has-text-color has-background has-text-align-center has-theme-red-color has-custom-daylight-background-color\">Position Closed. This job ad no longer accept r\u00e9sum\u00e9s for consideration.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">General Description Technical Account Manager<\/h2>\n\n\n\n<p>Under the general direction and supervision of the Lead Technical Account Manager (TAM) performs a variety of technical and administrative duties. Provides technical assistance and manages customer accounts. Assigns appropriate resources to resolve onsite hardware issues and meet contractual requirements. <\/p>\n\n\n\n<p>Oversees procedures and processes in managing service incidents. Generates parts orders through the Field Service Organization (FSO) warehouse. Uses diagnostics and hardware manuals.\u00a0 <\/p>\n\n\n\n<p>Knowledge in analyzing and troubleshooting hardware problems. Uses independent judgment in establishing work priorities and resolving problems. Travels as required. Handles confidential information. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Relationships:<\/h3>\n\n\n\n<ul class=\"list wp-block-list\"><li>Internal:<ul><li>Communicates with the Lead TAM, Business Development Managers, Project Manager, Accounting staff, and staff of other departments at various levels.<\/li><\/ul><\/li><li>External:<ul><li>Communicates with subcontractors, customers, field technicians, IT professionals,       vendors, and the staff of other outside entities, as needed.<\/li><\/ul><\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Primary Duties and Responsibilities:<\/h3>\n\n\n\n<ol class=\"list wp-block-list\"><li>Monitors assigned incoming incidents. Contacts the\ncustomer and evaluates the type of service required to correct the problem(s).<\/li><li>Identifies the subcontractor for handling the\nrespective incident and for using the technician with the required level of\nqualifications, assuring timely and effective repairs.<\/li><li>Analyzes each service incident to assess the severity\nof the problem and to assign the proper technician. <\/li><li>Dispatches the incident to the subcontractor with the\ntechnical expertise in each situation. Ensures that the technicians call the\ncustomer to arrange the Estimated Time of Arrival (ETA). Follows up to ensure\nthat the service is completed according to prescribed Service Level Agreements\n(SLAs). <\/li><li>Monitors and manages the incident from dispatch to\ncompletion. Ensures timely arrival of the technician and availability of needed\nparts upon the technician\u2019s arrival. Ensures that the technician has the\nnecessary tools and skills to complete the job.<\/li><li>Maintains accurate documentation and completes all required\nITG CENTRE incident screen entries for each incident.&nbsp; Completes any required paperwork.<\/li><li>Produces daily, weekly, and monthly reports as required\nto ensure compliance and improvements.<\/li><li>Escalates deviations and unresolved problems to the\nProgram Manager.<\/li><li>Coordinates with the Purchasing department and the FSO\nto ensure that proper stock levels are maintained to support the contract\nrequirements.<\/li><li>Tracks\nand assures return of parts by subcontractors and\/or other technicians. Enters\nthe necessary information in the parts order screen, e.g., S\/N of defective\npart being returned, and the ETA in the log notes in ITG CENTRE.<\/li><li>Coordinates\nand interfaces with logistics companies and with common carriers such as FedEx,\nUPS, Airborne, and Sky Courier, to ensure timely delivery of parts.<\/li><li>Interfaces\nwith the prime contractor software support and administrative offices, to\nensure that SLAs are met.<\/li><li>Pursues,\nreceives and enters closing information in ITG CENTRE, to provide the necessary\ndata for the completion of the service incident.<\/li><li>Responds\nto customers\u2019 concerns and\/or any other negative feedback. Demonstrates care\nand reassures the customer and handles the immediate addressing and correction\nof problems. <\/li><li>Keeps\nabreast of all current policies and\/or applicable changes that might affect the\nsupport of the customer. Identifies process improvements to increase\neffectiveness and customer satisfaction.<\/li><li>Offers\nsupport and assistance to members of other teams\/projects within the company as\nrequired.<\/li><li>Contacts\nthe customer to ensure that repairs are completed onsite and to verify the\ncustomer\u2019s satisfaction.<\/li><li>Uses\nproprietary in-house software, such as ITG CENTRE, investigates, analyzes, and\nresolves systemic quality issues.<\/li><li>Interfaces\nand coordinates with the Accounting department, to ensure that the correct\nbilling is applied for time and material incidents. Verifies and approves, as\nneeded, invoices over $500.00 submitted to Accounting by subcontractors.<\/li><\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Other Assigned Duties:<\/h3>\n\n\n\n<ul class=\"list wp-block-list\"><li>Performs related duties as assigned.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Qualifications:<\/h3>\n\n\n\n<ul class=\"list wp-block-list\"><li>Associate\u2019s or equivalent degree preferred, or equivalent training and work experience.<\/li><li>A+ Certification required.<\/li><li>Minimum of three years technical experience in repairing and maintaining IT equipment <\/li><li>in the field with a good working knowledge of a variety of equipment, including PCs, <\/li><li>printers, and laptops with excellent troubleshooting skills and customer service      experience.<\/li><li>Thorough knowledge of Windows Server Operating Systems, and proficiency in MS Word and Excel.<\/li><li>Ability to work in a fast-paced environment while handling multiple tasks.<\/li><li>Excellent organizational, verbal, and written communication skills.<\/li><\/ul>\n\n\n\n<p><strong>Status: Exempt<\/strong><\/p>\n\n\n\n<p class=\"has-text-color has-background has-text-align-center has-theme-red-color has-custom-daylight-background-color\">Position Closed. This job ad no longer accept r\u00e9sum\u00e9s for consideration.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Position Closed. This job ad no longer accept r\u00e9sum\u00e9s for consideration. General Description Technical Account Manager Under the general direction and supervision of the Lead Technical Account Manager (TAM) performs a variety of technical and administrative duties. Provides technical assistance and manages customer accounts. Assigns appropriate resources to resolve onsite hardware issues and meet contractual [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[76],"tags":[],"class_list":["post-3250","post","type-post","status-publish","format-standard","hentry","category-jobs"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>[Closed] Technical Account Manager - ITG<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"[Closed] Technical Account Manager - ITG\" \/>\n<meta property=\"og:description\" content=\"Position Closed. 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