Summary
Established professional in Product and Technical Service. Responds to customer calls, provides training to customers, and performs data analysis. Adjusts work procedures to ensure high levels of performance. Manages the daily coordination of projects including preparing and maintaining budgets and staffing requirements, and is responsible for estimating project costs, gathering and analyzing data, preparing progress reports, coordinating project tasks with various functional organizations, and identifying project problems.
Job Description

• Responds to customer calls, develops appropriate documentation and response plan for resolution of issues and sends issue to appropriate level to satisfy customer requirements.
• Uses technical knowledge to troubleshoots basic customer issues.
• Performs data mining, gathers, and analyzes data to improve efficiency in products and technical services.
• May resolve customer problems in a technical call center/service center environment or through customer escalation.

Key Responsibilities

• Maintain full project load while meeting key project metrics
• Work directly with customers both internal and external on an as-needed basis
• Manages multiple ongoing projects simultaneously from point of sale acceptance through delivery and installation at customer site to successful invoicing at project completion
• Works on multiple customer impacting components and systems required for successful implementation of electronic key systems
• Collaborates with multiple stakeholders including internal team members, customer project stakeholders, and 3rd Party contractors (e.g. sales, manufacturing, supply chain, engineering, site survey and hardware specialists, schedulers, on-site contract installers and trainers, construction and finance) to ensure a world class customer experience and successful on-time delivery of customer projects
• Manages relationships with third party business partners and customers
• Documents all project related activity and customer interaction in Salesforce and related project documentation
• Ability to manage smaller groups of connected projects (e.g. 10 projects simultaneously for one ownership group), with additional reporting and tracking requirements by customer
• Become an expert or champion in one or more areas, helping team members who have questions in that area.