This position maintains direct contact with customers before and/or after a sale via telephone, email, chat or through other social media platforms. Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures and prepares reports for management. Focus of work may be in pre-sale or post-sales or both.

Areas of Expertise & Special Skills:

• Associate degree with 3+ years of experience, or equivalent combination.
• Experience working in multiple systems (Oracle, Service Now, iSupport, etc)
• Strong Communication Skills
• Process Management and Team Leadership Experience

Major Responsibilities:

• Proactive Call Monitoring.
• Service Call Escalations to closure.
• Manage Depot/Vendor contracts, ensuring SLA/SLOs are met.
• Delivery/Depot/Vendor Management issues are all reconciled to closure.
• In-depth knowledge of expected maintenance revenue flow vs. monthly billing.
• Monthly reporting to monitor performance.
• Lead teams supporting multiple clients, contracts, and delivery requirements.
• Engage with Delivery and Vendor Management to fulfill client requirements.
• Generate and Create Reporting Analytics for Business Performance.
• Management of PO's w/Procurement Focal.
• Interlock on SOW Terms/Deliverables.
• Ensure proper processing of billing, inventory validation/changes, P.O.s, and contract registrations.
• Purchase Order Creation / Receipt / Management.
• Forecast variance.
• Inventory credit/rebill.
• Invoicing Prep for Out-of-Scope charges.
• Receive & Validate invoices prior to submission.

We offer:

• Hired directly by Toshiba and 100% under payroll.
• Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
• Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
• Minor medical expenses insurance.
• Savings fund for employees, capped at the limit of the law.
• Grocery coupons.
• Pension plan.
• 12 days of vacation plus 6 floating days.