Sr. Specialist, Technical Service & Sales

Essential Duties and Responsibilities

• Exercise independent judgement and decision-making to grow key accounts through relationship management order volume growth and instilling confidence in the overall account through expert industry knowledge; proactively identify sales opportunities and acquire business by providing differentiated technical support

• Provide expert consultative onsite support by utilizing industry best practices and knowledge gained from industry experience; proactively convert customer inquiries into sales with an emphasis on customer education regarding product features and benefits

• Serve as the escalation point lead for the most complex and specialized technical assistance related to pre- and post-sales support for CPSG product lines within both branch and assigned region

• Serve as the escalation point lead for key accounts; verify that orders for parts and service quantities are accurate and matches shipping options to meet customer expectations

• Stay up to date on New Technical Advances; train other CPSG employees to expand overall education

• Develop and lead CPSG concierge services across Sales processes and product implementation

• Provide consultative services throughout new product evaluation and product line extensions by vetting products and identifying supplier partners

• Through key account management capture Voice of Customer (VoC) regarding products; escalate VoC to senior management and/or corresponding supplier partner with recommended actions as appropriate

• Obtain information within CPSGs ERP that fosters a process of customer follow-up on an as-needed basis with the necessary information regarding product shipments and pricing orders and return questions

• Lead the resolution of reported escalations and customer complaints as well as report product quality problems to the proper channel

• Support the technical service needs of CPSG by responding to customer inquires via the National support hotline that require industry expertise

• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams

• Protect CPSGs reputation by keeping information confidential

• Maintain professional and technical knowledge by attending educational workshops professional publications establishing personal networks and participating in professional societies

• Contribute to the team effort by accomplishing related results and participating on projects as needed

Minimum Qualifications

• High school diploma/GED or some college or equivalent experience; industry certifications
• 5 years in Perimeter Access Control Industry Door Automation or Security Integration (or similar industry)
• In-depth knowledge of gate operators telephone entry commercial door operators and access control products; excellent communication organization and problem-solving skills