Job Number: 2016-1950
Title: Account Service Manager
Location: Brookings, South Dakota
Type: Full Time
Every day, in nearly 100 countries around the world, millions of people depend on Daktronics scoring and display systems for information and entertainment. Our displays provide vital travel information in airports and train stations and along highways. They advertise the price of gas, store specials, and more as you make your daily commute. They also enhance spectators’ experiences at sporting events of all kinds, from Little League to the major leagues.
Live Events serves the major league and minor league sports markets, collegiate facilities, rental, and staging and spectaculars markets. They specialize in the design and manufacture of both standard and custom projects using scoring, messaging video, and sound system technologies.
The Account Service Manager will be working with the Mid-Atlantic Region. Service Managers are the customer point of contact and are responsible for managing the Daktronics service fulfillment and maintaining a Daktronics profitable relationship. Account Service Managers meet customers’ needs by networking with the internal service team, field services sales, engineering personnel, and effectively communicating their customer’s entitlements to the team. The ASM is responsible for managing, maintaining, and communicating the customer’s service expectations to ensure future sales.
Develop and promote an account vision for service delivery.
Effectively communicate customer service entitlements and expectations to service team.
Monitor accounts to ensure Daktronics is fulfilling its service obligations and address those situations that we are not.
Assume main point of contact role after the sale with service agreement customers and take responsibility for the quality of service they receive. This includes travel on a regular basis to actively build relationships and resolve issues with the accounts assigned.
Provide consistent ongoing communication with the service and sales team.
Responsible for timely collections of service invoices.
Keep aware of the customer health they should review service activity and trends to anticipate issues and work actively to resolve.
Service Solution Management
Provide customers solutions with escalated or service projects.
actively work with customers by helping provide service solutions with escalated issues and service project recovery.
Identify issues on location site and evaluate and provide possible solutions.
Manage and own escalated issues and following the process through to resolution of the issues.
Take responsibility of equipment or site issues that require service projects outside of normal service.
Determine and understand the need of the customers with the technical services professional and equipment upgrades.
Create and sell customized service contracts to customers.
Maintain an accurate budget and estimates for sales goals for the year.
Monitor the financial performance of service contracts.
Use good judgment in making effective decisions.
Provide consistent proactive communications with the customers.
Identify new service opportunities with the customer and work closely with Service Sales and/or product sales to promote profitable service agreement upgrades and renewals on a consistent basis. Have the ability to identify problems early and assist with the development and implementation of appropriate resolution.
Work as a team member with sales personnel project managers’ customer service engineering field service and marketing.
Make sound judgments.
Responsible for service excellence, client satisfaction, and entitlement contract performance.
Prefer one year customer service experience which may include external customer interactions.
Technical aptitude in understanding Daktronics products and how they work.
Ability to handle stressful situations in a professional manner.
Strong negotiation and communication skills.
Excellent computer skills and ability to learn new software.
A self-starter able to work and make decisions with minimal guidance.
Flexibility to travel. The ability to meet the Daktronics Qualified Driver definition and maintain eligibility to drive. Motor vehicle records will be checked.
Strong written and verbal communication skills. Spanish language written verbal and/or conversational skills preferred.
Willing and able to be accessible via mobile phone outside normal work hours.
Enthusiasm for learning and working on new projects.
Ability to work in a fast paced collaborative environment balancing several high priority tasks at once.
Strong knowledge of Daktronics service procedures preferred.
In-depth knowledge of Daktronics product lines used by the customer and other services offered.
Fluent in English written and verbal.
Background check will be conducted.
Daktronics does not sponsor renew or extend immigration visas for this position.
Daktronics is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
To apply for this job please visit careers-daktronics.icims.com.