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Account Service Manager
3 months ago
Location Requirements
This is a hybrid position split between a home office and our Daktronics office located in Frenchs Forest. The home office location must be within a commutable distance from the Frenchs Forest office, as this position requires a minimum of two days per week in the office. The specific days may vary depending on business needs and scheduled in-office meetings. Flexibility in office attendance is expected to accommodate important events and team collaboration.
Service Management
- Collaborate with Service Manager and sales team to develop and promote an account vision for service delivery.
- Effectively communicate customer service entitlements and expectations to the team.
- Provide consistent ongoing communication with the service and sales team.
- Monitor customer accounts to meet service obligations and customer expectations. Including timely distribution and collection of invoices.
- Review service activity and trends to anticipate and proactively resolve issues.
- Ensure customers have a positive and effortless customer experience by providing customers with knowledge, tools, and resources to meet their needs.
Technical Solutions Management
- Provide customer support on complex customer/site situations for technical issues by working with other technical teams and ensure the customer stays updated throughout the process.
- Collaborate with Daktronics team to resolve technical issues. Develop technical plan of action and follow through to implementation.
- Assist customers with elevated concerns. Manage service projects through to resolution.
- Proactively analyze site history to evaluate and provide possible solutions for future needs.
- Identify new service opportunities with the customer and collaborate with Daktronics sales team to provide technical and control system solutions aligning with the customer's needs.
- Develop and promote profitable service agreement upgrades and renewals on a consistent basis.
- Timely and accurately enter service requests and service information into service database.
- Coordinate resources including parts, equipment, and technical resources to complete Field Service requests.
- Involvement in onsite and service partner dispatch as needed for timely issue resolution.
Relationship Management
- Assume main point of contact role after the sale with service agreement customers and take responsibility for the quality-of-service customers receive. This includes travel on a regular basis to actively build relationships and resolve issues with the accounts assigned.
- Stay current with customer needs by reviewing service activity and trends to anticipate issues and work proactively to resolve. Identify problems early and assist with the development and implementation of appropriate resolution.
- Provide consistent proactive communications with customers and effectively manage case activity: Create and manage cases for Stadium work both reactive and proactive service works. Create and manage cases for proactive Billboard works. Create and manage cases for Service Projects. Cross-train on service coordination work, provide coverage in the absence of the service coordinator, and complete service coordination tasks as needed or assigned.
Service Solution Management
- Manage escalated service projects.
- Proactively work with customers by helping provide service solutions for escalated service projects.
- Proactively identify potential issues and evaluate for potential escalation.
- Manage and own escalated issues and follow process through to resolution.
Sales
- Determine and understand the need of the customers regarding technical services, professional and equipment upgrades.
- Create and sell customized service contracts to customers.
- Maintain an accurate budget and provide annual sales goals.
- Monitor the financial performance of service contracts.
- Use good judgment in making effective decisions.
- Proofread and verify order documents. Communicate effectively via verbal and written communication with customers to determine service needs and keep them apprised of happenings throughout the order service process.
Support and Grow the Business
- Collaborate with Sales and Project Management teams on customer-focused discovery and service delivery.
- Contribute to the development of new service programs or tailoring of existing programs to meet customer expectations.
- Engage with the Global Services team on the development of support strategies for new customers, markets, or geographies.
- Contribute to Sales goals by generating revenue through service offerings.
- Monitor the financial performance of service contracts.
- Bachelor's degree in business, project management, engineering, or other related technical fields.
- Customer service experience required including external customer interactions.
- Technical aptitude in understanding Daktronics products and how they work. Technical background in service, engineering, or other related field required.
- Ability to work in a fast-paced collaborative environment balancing several high priority tasks at once.
- Ability to handle stressful situations in a professional manner.
- Strong negotiation and communication skills.
- Willing and able to be accessible via mobile phone outside normal work hours.
- Ability to travel up to 50% of the time within Australia and New Zealand. Ability to travel by air and ground. Valid driver's license and good driving record.
- Excellent computer skills and ability to learn new software.
- A self-starter able to work and make decisions with minimal guidance.
- Enthusiasm for learning and working on new projects.
- Effectively exercise discretion and independent judgment.
- Fluent in English, written and verbal. Strong written and verbal communication skills.
- Daktronics does not sponsor, renew, or extend immigration visas for this position.
