The contractor shall include the following team members to administer and perform the contract team personnel requirements: Customer Service Representative: The contractor must appoint a customer service representative or representatives who will be available to meet with, and/or assist contract end users on a regular basis. The customer service representative shall also be responsible for coordinating the training requirements as listed herein. The customer service representative must reside in Missouri or within a contiguous state. The representative must be available to respond to inquiries regarding contract products, to resolve issues regarding product received, within twenty-four (24) hours after being notified by the state agency. Equipment/Preventative Maintenance Service Representative: The contractor must appoint a trained equipment/preventative maintenance service representative that will perform testing and preventative maintenance on the dispensing systems. The service representative must reside in Missouri or within a contiguous state. The representative must be available to respond and address problems at the agency location within forty-eight (48) hours after being notified by the state agency. Account Manager: The contractor shall appoint a direct point of contact that shall serve as the account manager and assist the state agency in any area of concern as it relates to the chemicals, billing, and accounting specified herein and ordered from the awarded contract. The account manager must respond to inquiries from state agencies within twenty-four (24) hours of being notified by the state agency.
