Now Hiring - Service Account Representative & Installation Training Manager in Carrollton, TX

Renson is a worldwide trendsetter in outdoor concepts, solar control and ventilation systems that help people to create a comfortable and safe environment in which to live and work.

At Renson, we believe Nature is the essence of life. We believe that people should be connected to Nature and should therefore live in places where the boundaries between living spaces and Nature disappear.

Our mission is to create healthy spaces where people can relax and enjoy time with their family and friends while being connected with the outdoors.

[please apply online] title: Service Account Representative & Installation Training Manager

Domain: Sales & Service Renson Outdoor

Solution: Service

Team: Team-Service & Hotline

Manager: Technical Director North America

Reason of existence/Mission:

Daily business follow-up in after-sales matters as well as training of customers

Solve, guide, facilitate: pick up the incoming after sales requests from your set of customers and manage the expectations. Help the customer resolve it themselves where possible (tools in place/training), solve the issue using the tools and training at your disposal and/or facilitate within Renson to optimize the customer’s service experience. Educate, train, coach: organize and give, in collaboration with the technical team, technical trainings to the customers.

Main responsibilities:

First Line in technical escalations & service requests

• Manage, solve and close Service requests (‘SAV’), assist colleagues and end clients, create statistics to increase quality and decrease SAV cases and report to your manager.
• Assist with Presales requests (nonstandard solutions), document recurring cases and report to your manager.
• Escalate cases you are not tooled for to solve with the company, aiming for a feedback loop to a specific solution and to the knowledge base.

Training

• Execute technical and installation training to peers and customers (sales force and partner installation teams).

On-site support

• Join the partner installation teams for critical cases to provide on-site support.

Collaboration

• You are a peer in the Service Solution and team-Presales.
• You are the gateway for the commercial team (IAR) & the technical team within the organization (Product Management, R&D).

Knowledge and skills:

Soft Skills

• Ownership – “show ownership on your main tasks and assigned projects”.
• Initiative – “take initiative when you are the owner, and contribute to customer centricity”.
• Communication – “improve the customer relations by communicating proactively”.
• Collaboration – “use the correct processes, flows, platforms to support a better collaboration within Renson and with our customers”.
• Strong team player with a hands on approach.
• Solution oriented thinking.
• You succeed in explaining technically challenging topics to technical illiterates.
• Service and customer oriented.

Trained Skills

• You have a talent for technicity
• Literacy with IT systems such as CRM and ERP systems, and fluency with supporting packages such as Microsoft Office.
• Operational knowledge in English. Spanish is a plus. Persuasive and strong communication skills.

Educational requirements

• High School graduate
• Technical affinity

Experience

• 3+ years' experience as service account representative is a plus

Mandatory deliverables:

Introduction new products

• Use of Novelties Calendar (assist sales team with education and technical understanding of novelties)
• Revenue of Focus Products/Innovations
• Be the center of knowledge for new products for Sales & Service

Performance – knowledge level, responsiveness, commercial framework, process & collaboration platforms

• Foster internal collaboration between Field Sales and Inside Sales / Service buddies
• Response time to service part orders - stock items
• Response time to service part orders - non-stock items
• Response time to complaints
• Response time to intervention requests

GROW

• Improve the COLLABORATION & COMMUNICATION on a structural basis between EAR - IAR - SAR (GROW - trinome reviews)
• Show INITIATIVE & OWNERSHIP in our move to a customer centric organization

The mandatory deliverables above are a basis for the objectives that are determined in the performance review.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• Health insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Carrollton, TX 75006: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location