Technical Customer Account Manager

ABOUT THE NORDEX GROUP

The manufacture of wind energy plants in the on-shore segment has been our core competence and passion for around 35 years. With more than 43 GW installed capacity worldwide, our turbines supply sustainable energy to more than 80% of the global energy market and we are one of the largest companies in the wind industry. National subsidiaries in more than 30 markets and production facilities in Germany, Spain, Brazil, the USA, Mexico and India offer our more than 9,000 employees the opportunity for international and intercultural cooperation.

We are growing and together driving forward the expansion of alternative energies worldwide - if you wish, from now on with you. Join the #TeamNordex

Position Summary:

As the Technical Customer Account Manager, you will be the primary leader supporting all internal activities to ensure successful account management and continuous improvement in customer satisfaction.

Responsibilities:

· Support Sr. Customer Account Managers (Sr. CAMs) on internal preparation for monthly and quarterly customer business reviews.

· Serve as the lead point of contact for all customer account management matters within the designated area.

· Ensure the timely and successful delivery of solutions according to customer needs and objectives.

· Oversees the successful completion of responses to customer claims and notices.

· Manage and track open legal requests to ensure appropriate prioritization and successful close out of legal items.

· Manage open customer tickets through Service Now systems by tracking down required information and following up with appropriate teams.

· Prepare analysis for relevant customer data to support continuous improvement for customer satisfaction.

· Prepare customer notices for service and technical notes provided by Nordex technical team.

· Ensure timely responses to Sr. CAMs on critical updates and internal follow up.

· Serve as one of the points of contact for Operations to align on customer support needs.

· Manage claims and notices updates and reporting through CRM tool (Salesforce).

· Maintains organized records of key customer activity.

· Identify opportunities to improve customer satisfaction.

· Reports account management key performance indicators to Sr. CAM’s and Director of Service Sales.

· Prepare quarterly customer satisfaction surveys and share data and responses with broader Service Sales team.

· Ensures plans to close open customer issues are prepared, assigned, and communicated to the Sr. CAMs.

Requirements:

· High School degree or equivalent required

· Experience in customer services is required

· Bachelor's degree in a business discipline, or equivalent work experience

· Proficiency with Microsoft Office Suite

· Excellent organizational management, analytical, technical writing, and interpersonal communications skills

· Demonstrated ability to manage several activities/projects at once, to organize/prioritize work, meet deadlines, and prepare plans and customer communications

· Motivated, goal-oriented, persistent, and organized

· High level of initiative and works well in a team environment

· Handles stressful situations and deadline pressures well

· Plans and carries out responsibilities with minimal direction

· Technical knowledge of generators, gearboxes, motors, power converters, switchgear, hydraulic systems, electrical systems, and control systems is preferred

· Flexibility with travel-based on the overall company objectives (<25% travel).

· Ability to travel domestic and international locations to project sites and on business as required with the ability to obtain a passport.

· Driving is an essential function of the job. Must possess a full valid driver’s license and be insurable under our auto insurance policy. This position will be subject to periodic driver’s abstract checks to confirm continued insurability.

Job Type: Full-time

Pay: $77,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Travel reimbursement
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Travel requirement:

• Up to 25% travel

Work Location: Remote