• Account Service Manager

    Job ID 2018-3161
    Location London, United Kingdom
    Type
    Full Time
    Shift
    Day
  • Responsibilities

    Every day, in nearly 100 countries around the world, millions of people depend on Daktronics scoring and display systems for information and entertainment. Daktronics Europe serves live sporting venues such as Wembley Stadium, Aviva Stadium and Queen Elizabeth Park. We also focus on the rental and staging, spectaculars, and third-party advertising markets.  Daktronics specializes in the design and manufacture of both standard and custom projects, using scoring, messaging, video, and sound system technologies.

     

    Account Service Managers are the customer’s point of contact, 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 and engineering personnel and effectively communicating their customers’ entitlements to the team. This role is responsible for managing, maintaining and communicating the customer’s service expectations to ensure future sales.

     

    The Account Service Manager for Europe will be part of our European Services team based in London. This position will be home office based near London. 

     

    Job Description:

    Service Management

    • 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 where 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 proactively 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 proactively to resolve.
    • Manage and maintain scheduled works calendar.

    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.

    Relationship Management

    • Provide consistent proactive communication with assigned accounts.
    • Identify new service opportunities with the customer and work closely with account team to promote profitable service agreement upgrades and renewals.
    • Identify potential problems and assist with the development and implementation of appropriate resolution.
    • Responsible for service excellence, client satisfaction and entitlement/contract performance.

     

    Qualifications

     

    • Minimum of University degree, preferably in a technical field.
    • Minimum 2 years customer service experience. Experience must include work with technical products and external customer interactions.
    • Fluent in English; written and verbal. Secondary language skills ideal but not required. Preferred languages include French, Spanish and/or German.
    • Technical aptitude to learn and understand Daktronics’ products and how they work.
    • Must be able to work effectively from a home office and have a suitable home working environment.
    • Ability to handle stressful situations in a professional manner.
    • Strong written and verbal communication skills including experience negotiating.
    • Excellent computer skills and ability to learn new software quickly.
    • A self-starter able to work and make decisions with minimal guidance.
    • Willing and able to be accessible via mobile phone outside normal work hours, nights and weekends included.
    • Enthusiasm for learning and working on new projects.
    • Ability to work in a fast-paced, collaborative environment, balancing several high priority tasks at once.
    • Ability to travel via ground or air transportation. Valid driver’s license and good driving record needed. Ability to obtain the appropriate Visas to travel throughout Europe and to the United States for customer meetings, training or to support installation and service needs.
    • Background check will be conducted.
    • An offer of employment is contingent upon completion of Driving and Criminal Records checks which meet the acceptable screening guideline.
    • Must be legally eligible to work in the UK at time of hire. Daktronics does not sponsor, extend, or renew immigration visas for this position. 

       

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