What are the responsibilities and job description for the Key Account & Deficiency Manager position at Silco Fire & Security?
Position Title: Key Account & Deficiency Manager
Location: Dayton, Ohio
Silco Fire & Security isn’t just a company—it’s a mission. Every day, our team plays a vital role in protecting lives and property for over 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, maintain and monitor fire protection and security systems that keep people safe and businesses compliant.
As the market leader in Ohio, Silco is a growing, family-owned company with over 400 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.
Our impact extends beyond fire alarms and sprinklers—we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job—you’re making a difference.
As the market leader in Ohio, Silco is a growing, family-owned company with over 400 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.
Our impact extends beyond fire alarms and sprinklers—we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job—you’re making a difference.
Position Overview:
The Key Account & Deficiency Manager will play a dual role in overseeing high-value client relationships while ensuring compliance and addressing deficiencies within account management. This position combines the strategic responsibility of managing key accounts with the critical task of identifying, addressing, selling, and resolving any deficiencies in service, performance, or documentation.
Responsibilities:
Key Account Management:
• Serve as the primary point of contact for assigned key accounts, cultivating long-term relationships and ensuring customer satisfaction.
• Develop and implement tailored account strategies to drive client retention, satisfaction, and growth.
• Monitor and assess client needs, aligning solutions to improve operational efficiencies and enhance service delivery.
• Collaborate with internal teams to coordinate account activities, ensuring alignment with client expectations.
• Provide regular updates and reporting to clients on key performance indicators, milestones, and deliverables.
• Conduct quarterly business reviews with key accounts, identifying opportunities for expansion and improvement.
Deficiency Resolution and Compliance:
• Identify, track, and analyze deficiencies in service delivery, product quality, documentation, or compliance as they arise.
• Work closely with internal teams to investigate, resolve, and prevent issues that negatively impact client relationships or internal processes.
• Implement corrective actions and process improvements to eliminate recurring deficiencies.
• Responsible for quoting repairs to correct deficiencies found from inspections and following up to obtain approval for the repairs.
• Conduct thorough audits and assessments to ensure all key accounts are in full compliance with industry regulations, internal standards, and client requirements.
• Prepare and present reports on deficiency trends, highlighting key risks and mitigation plans.
• Serve as a liaison between the client and internal stakeholders to communicate any deficiencies and resolution timelines.
Collaboration and Cross-Functional Support:
• Collaborate with Sales, Customer Service, Operations, and Compliance teams to ensure seamless communication and client service.
• Provide insights and feedback from clients to product development, marketing, and operations teams to improve offerings and address market needs.
• Actively contribute to team meetings, offering solutions and strategies to enhance account management and deficiency resolution processes.
• Other duties assigned by direct supervisor or department manager.
Qualifications:
• 2 years of experience in account management, customer service, or a related field.
• Strong knowledge of deficiency management, compliance, and process improvement.
• Proven ability to manage and grow key accounts, with a focus on customer satisfaction and retention.
• Excellent communication and problem-solving skills.
• Ability to work cross-functionally and manage multiple priorities.
• Detail-oriented with strong organizational skills.
Benefits:
In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer
In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer
