SERVICE ACCOUNT MANAGER - SOUTHEAST

JOB DESCRIPTION

                                                                                                               

Position Title:      Service Account Manager - SouthEast                  Department: Technical Services

Classification:     Exempt                                                                Approved By: Ron Ball                    


REPORTING RELATIONSHIPS

Position Reports To:       Field Services Manager

Positions Supervised:     N/A


POSITION PURPOSE

Reporting to the Field Services Manager, the Service Account Manager (SAM) will act as the lead service advisor to the dealer channel in a territory. The SAM will be responsible for monitoring the level of service in their territory to assure service by our dealers/service centers is being conducting efficiently and to Roland DGA Corp. standards. The SAM will provide escalated guidance to our dealer channel on hardware repair, software troubleshooting, color management workflow and general customer satisfaction maintenance in the field. The SAM will also monitor service activities in a territory to identify weak areas in the service channel and work directly with the Regional Sales Manager to correct any deficiencies with servicing the Roland product.

The SAM will also play a pivotal role is presenting at training events. This position will monitor the level of training of all dealer service engineers, making sure that anyone working on a Roland device is properly trained and providing the level of service we expect. This will include formal training events, dealer location training, online training and field service repair shadowing with technicians.

This is a field-based position and the candidate will be responsible for having a home office.  Candidate must reside in one of the South-Eastern states within close proximity to a major airport.  Expected travel for this position would be 50% with a possibility of as much as 80% for a given month on occasion. 


ESSENTIAL FUNCTIONS AND BASIC DUTIES

  • Escalated technical support for existing and legacy products by telephone, email and on-site visits.
  • Support related applications and workflows in digital printing and sign making market.
  • Support customers and dealer/service center network directly.
  • Service management of other Roland DGA Corp. products.
  • Staff tradeshows, service trainings and dealer open houses.
  • Travel with dealer service technicians within territory to assess level of service to Roland customers.
  • Train dealers service technician in the field when necessary.
  • Work with Regional Sales Managers support dealer channel.
  • Collaboration on support documentation.
  • Supports a positive work atmosphere by acting and communicating in a manner that promotes positive work relationships with customers, clients, co-workers and management.

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PERFORMANCE MEASUREMENTS

  • Service levels of dealer/service centers managed, including parts usage.
  • Peer comments and customer feedback from surveys.
  • Quickness and accuracy of diagnosis and resolution of escalated issues.

QUALIFICATIONS

Education/Certification:        B.A. or B.S. degree in business or a related area preferred

                                                 Advanced degrees, industrial or specialized marketing training is a plus

                                               

Required Knowledge:           Electromechanical knowledge required, able to troubleshoot in a logical manner.

Experience Required:           Experience with Roland digital piezo inkjet printing with a focus on the outdoor sign industry, pre-press, photography, and large format printing.

                                               Technical working experience of design software and applications

Skills/Abilities:                     Outstanding Apple/PC skills, including a strong understanding of TCP/IP networking and troubleshooting

                                               Excellent troubleshooting and cognitive reasoning skills

                                            Ability to manage multiple projects and tasks simultaneously to completion on deadline

                                            Excellent verbal and written communication

                                            Work well independently and is self-motivated

                                            Familiarity with existing market vendors, manufactures, consultants, competitors is a plus

                                           High energy & commitment. Applicant should have the ability and desire to succeed in an entrepreneurial and with a fast paced/growing company. A desire to grow ones own skill, knowledge and position through dedication and experience.

                                            Pro-active problem solving

                                           Must have valid driver’s license

                                               

                                                               

                                                

EOE

Roland DGA Corporation complies with all fair employment regulations.

Roland DGA Corporation is an Equal Opportunity Employer, with a policy ensuring that all employees and potential employees are considered for all positions on the basis of their qualifications and abilities without regard to race, color, sex, religion, pregnancy, ancestry, age, national origin, citizenship status, veteran status, sexual orientation, marital status, physical or mental disability or other legally protected status.

Additional Information

About Roland DGA

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Contact Roland

Please send your resumes to HR@RolandDGA.com Please include your salary history and current salary requirement.

No phone calls please.