TITLE: Manager of Global Service Representatives (On-Site)

REPORTS TO: Director of Sales

SUPERVISES: Service Representative


The Manager of the Global Service Representatives is responsible for maintaining the department. Manager of Global Service Representatives as well as Service Representatives are the key role in project oversight as liaison between client and Operations for comprehensive and timely deliverables. Primary duties are to communicate project milestones, needs, and statuses from project approvals to final billables. Service Representatives will assist in building and maintaining customer relations and confidence in ACT, as well as company stream of revenue through consistent timely deliverables.


· Working knowledge of industry standards, legislation, and resources

· Project oversight for comprehensive and timely deliverables

· Monitor and communicate project milestones to maintain timelines through the life cycle from approval to billing

· Primary contact and communicator between client and ACT for assigned projects in terms of

confirmations, needs, and timely status updates

· Coordination of additional services to assigned projects as needed

· Verification that all services rendered and reported

· First approval of Reports

· Actual service reviews for project billing

· Project archiving and verifying all documentation is filed and delivered

· Managing of staff within the department across all global lab locations

· Developing workflows and processes that better serve the SR department

· Oversight all of projects globally as well as communicating to contract clients on projects.


· Solution oriented and proactive problem-solving skills

· High level of organization and ability to prioritize

· Comfortable in a task-oriented/process driven environment

· Excellent written and verbal communications

· Experienced in customer service

· Computer savvy with intermediate skills in Microsoft Outlook, Word, Excel, SharePoint

· Strong command of English language in speaking, reading, and writing