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.
Works independently handle customer service commercial issues, including:
Ownership and follow through of critical cases until issue is resolved. Case activity may include coordinating the following: lining up technical support for a customer, ordering parts, setting up repair and returns, dispatching resources to go on-site to fix issues. This may also include communicating to customers on the progress throughout the process.
Respond to emails and MySupport requests within defined timeframes. Monitors the Service Coordination queue in GoServicePro to ensure timely response.
Service agreement development and follow up.
Issue commercial documents including: cost analysis, pre-calculation, quotation, count-quotation, contract signing, invoice, payment etc.
Coordinate with logistics, Project Management or other cross functions for delivery, order changing etc.
Update data timely and accurately at systems including GoServicePro, IDM, , timing report etc.
Fulfill service partner management and dispatch cases by:
Develop daily report of site together with field service and service suppliers according to technical and site background.
File and research the site report by tranfered to electronic documents.
Fill in and set up dispatch case into systems including GoServicePro, Service2 etc.
Dispatch service partner, update system in a timely manner
Commissioning coordination and Service System Configuration for new customers:
Work with the Project Manager to understand what the technician needs to do on-site.
Help the technician by ordering parts or escalating issues to PM/Tech Support/Managers, while the technician is on site.
Makes sure all the punch list items and paper work is collected, after the project is completed the commissioning.
Make sure that the project is set up right in the services system GoServicePro.
Assist with Service Coordinator functions in other global markets as needed. May include Australia, ASEAN and Greater Asia.
Completing other works assigned