Job Description:
The overall objectives of this position to prepare estimates and proposals from deficiency reports, provide estimates for deficiency repairs, and to communicate proposal information to customers and the Sales staff as needed. Ensure follow up on proposals to achieve customer safety objectives and sales objectives. This position requires effective communication and follow up skills with staff and customers, and effective team interaction with all team members.
Essential Job Functions:
• Execute the Deficiency Process and Procedures
• Respond to customers within target window of two hours
• Interface with service inspection technicians to ensure accurate information needed for generating estimates and proposals for repairs
• Generate customer quotes based on deficiencies from inspections and field service reports to target one-day turnaround times
• Generate customer quotes for repair opportunities provided by inside and outside sales to target two-day turnaround times
• Generate customer quotes based on customer contact for system repairs to target turnaround times
• Resolve open issues and questions regarding specifications, parts, and scope of work with technicians and sales
• Provide training to technician on deficiency specification requirements for labor, parts data, and scope of work
• Quote, follow-up and close deficiency quotes for all services
• Enter all quote activity into the Deficiency Log and any other Tracking mechanism required
• Conduct customer site visits as needed.
• Generate monthly reports detailing closed sales, pending, nature and type of repairs quoted, anticipated revenue by customer, department, market type and product type.
• Ability to prepare accurate deficiency and repairs estimates within target turnaround times
• Ability to achieve 70% closing rate on Deficiency quotes
• Ability to prepare repairs estimates for sales team and technicians within target turnaround times.
• Ability to train technicians and managers on documentation requirements to support quote turnaround times
Skills, Knowledge and Abilities:
• Knowledge of National Fire Protection Association inspection codes
• Proficient using MS Office – Excel, Word and Access
• Proficient using Maxwell Software
• Mechanical and/or electrical installation experience or aptitude
• Good communication skills (written and verbal). Able to interact with all levels being served. Represent the company in a professional, credible manner in speech, written communications and appearance.
• Proactive self-starter with the ability to multitask.
• Detail-oriented with excellent organization skills.
• Work effectively with others in a teamwork environment to achieve business goals. Influence team members and peers to achieve team goals while maintaining constructive relationships. Also, able to work independently with minimal supervision.
• Able to adapt behavior to different people and situations. Being flexible by adjusting interpersonal approaches appropriate to managers and co-workers. Work to understand the business reasons for changes before reacting. Ability to help others accept and implement change. Show patience with others as they adapt to change.
Experience/Education:
• Required: High School Diploma or equivalent
• Required: Prior work experience in a service business, time and material repair quoting, and/or work in a Customer Service department
• Preferred: Knowledge of fire protection industry
• Knowledge of estimate preparation
• Experience in customer contact and sales process
Physical Demands/Working Conditions:
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, type and operate office technology – computers, printers, copy machines, calculators, etc.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to work with mathematical concepts and be able to apply those concepts.
• Position requires bending, twisting, stooping, climbing and lifting of 10-20 pounds frequently and up to 50 pounds occasionally
• Regular and Timely Attendance
• Must pass initial and random substance abuse tests