Provide “World Class” Customer Service to IPC Customers. Accountable for customer satisfaction within appointed customer base.
Works to a defined set of Goals & Objectives per the Customer Service Incentive Plan.
Make routine visits to customer sites to address customer inquiries, educate customers on procedures regarding Moves, Adds, Changes (MAC), repairs, IPC Portal as well address any customer inquiries and solicit feedback on IPC performance.
Act as the customer’s champion within IPC to drive delivery, design and to ensure an excellent customer experience.
Serve as escalation contact for urgent and recurring customer issues and own the resolution of customer escalations within the business; implement corrective action and ensure preventative measures are sustained.
To own the development, delivery and success of service improvement initiatives on behalf of the customer.
Be change agent role model for customer satisfaction improvement in IPC.
Attend project kickoff meetings at customers’ location for new contracts installs.
Go To Market Support
Work with and support the local Account Executives in pursuit of new business deals and opportunities through presentations of new products and product enhancements.
Complete a Customer Visit Report on outcome of each visit to alert Account Executive of new sales opportunities.
Maintain customer site information, contacts and organizational structures. Document escalation procedures for service disruptions.
Manage customer reporting and visibility of service performance. Own the development, delivery and success of reporting improvement initiatives on behalf of the customer.
MAC & Maintenance
To provide a strong, proactive lead on all aspects of Maintenance Contracts.
Deliver and negotiate maintenance agreements with customers.
Interface with IPC legal department to resolve issues with T’s & C’s of agreement.
Follow up to ensure signed agreements are received by IPC within the established metric.
Deliver fully executed agreement to customer
Initiate billing as appropriate.
Protect and grow profitable revenue associated with IPC’s MAC and Global Maintenance Contracts
Reacts to customers requests for MAC quotes via the IPC Portal System. Generate price quotes within the CRM queue and submits to customer via Portal System.
Training & Cutover
Provide on-site and remote training of the IPC portal; promote portal order entry as a vehicle to obtain faster service delivery.
Interface with Project Management, Sales and Installation Departments to discuss user training and cutover coverage.
Schedule and perform customer user training on the features and functionality of all IPC turret platforms, IPC application products, NICE recording systems, and AFM, TCM and EHI products in addition to all other services.
User Training to be performed during standard business hours, after hours and weekends.
Responsible for providing the customer with customized training material for new products and features
Provide Floor Support on Go Live Day , react to issues encountered at cutover and follow up with Project Manager and service technician until resolution of trouble is completed
Work closely with internal IPC departments and the customer to resolve billing issues.
Assist with maintaining customer-related data within internal IPC systems.
Support GSOC and Enhanced Services Teams as required.
Performs research into billing issues
Support special billing requirements and provide feedback to IT for eventual automation.
For nearly four decades, IPC Systems, Inc. has delivered innovation and mission-critical trading technology and connectivity...