EasyShape Service Account Manager

POSITION PURPOSE

Reporting to the Field Services Manager, the Service Account Manager (SAM) will act as the lead service advisor to authorized resellers for the Easy Shape product line of Roland DG’s portfolio. The SAM will be responsible for monitoring the level of service and 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, and general customer satisfaction maintenance in the field. The SAM will also monitor service activities in the industry to identify weak areas in the service channel and work directly with the Business Development Managers and Product Managers to correct any deficiencies with servicing the Roland product.

The SAM will also play a pivotal role is presenting at training events; both for Dealers and for the new Preferred Customer Service Program. 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, trade shows, open houses, online training, and field service repair shadowing with certified technicians.

This is a field-based position and the candidate will be responsible for having a home office. 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 product support for existing and legacy products by telephone, email, and on-site visits.
  • Support related applications and workflows in CAD/CAM and medical markets.
  • Support customers and dealer/service center network directly.
  • Onsite training for Preferred Customers and Certification Program
  • Being able to get end users to join the subscription/membership program to better output from Roland devices
  • Service management of other Roland DGA Corp. products. 
  • Staff tradeshows, service trainings, and dealer open houses


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.