Account Service Manager

Apply now

Michael Page has the exclusive privilege of assisting in the sourcing of an Account Service Manager to join my clients growing team and business in the UK and Europe.

This is a fantastic opportunity to work with a market leader in their field and be part of a continual growth plan in the UK and Europe.

Client Details

Since 1968, my client has been reinventing the way you display. They are the world’s industry leader in designing and manufacturing electronic scoreboards, programmable display systems and large screen video displays having served live sporting venues.

The European arm of the business is now spanning 6 countries and the teams within them continue to grow.

Description

The Account Service Manager will be the customer point of contact, responsible for managing the service fulfillment and maintaining a profitable relationship. Account Service Managers meet customer’s 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 business.

The Account Service Manager for Europe will be part of our European Services team based in London. This position will be home office based and my client will provide all necessary requirements to operate as required.

Responsibilities for the role will include;

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 that they 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 between 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.

Service Solution Management

• Provide customers solutions with escalated or service projects.


• Proactively work with customers by helping provide service solutions with escalated issues and service project recovery.


• Identify issues on site, 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.

Sales

• 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.

Relationship Management

• 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.

Profile

The suitable candidate profile for this position will include areas of the following;

• Preferably degree educated in a technical field.


• Previous working examples of working in customer service . Should include work with technical products and external customer interactions.


• Secondary language skills ideal but not required.


• Technical aptitude, to learn and understand the businesses products and how they work.


• Must be able to work effectively from a home office.


• Ability to handle stressful situations in a professional manner.


• Strong written and verbal communication skills including negotiating experience.


• Excellent IT skills and the ability to learn new software quickly.


• A self-starter able to work and make decisions with minimal guidance.


• 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. 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.


• An offer of employment is contingent upon completion of Driving and Criminal Records checks which meet the acceptable screening guidelines.


• The ability to interact with people on a technical basis.

Job Offer

Highly competitive base salary with an exceptional package including Private Health Care, Pension, Annual Holiday & Home Office Package.