SEA_Assistant Manager, Commerical Accounts

Position Summary




This position is responsible for the supervision and management of commercial customer staff for Printer & Monitor products.




Common Essential Duties & Resp.




Pre-sales support supporting the Sales & Marketing team
• Document Service requirements from site test results
• Bench Mark competitive sources (Troubleshooting)
• Develop Service marketing and contract packages

Post-sales support
• Support the instillation of products
• Handle customer complaints
• Manage outstanding repairs
• Monitor and maintain service levels and customer satisfaction performance

Business account management
• Register customer accounts
• Manage and maintain customer profiles
• Use customer profiles for business development sensing
• Proactive maintenance of Voice of Customer (VOC) which include site visits

Service marketing
• Service package development (Extended Warranty/Uplift)
• Create and update the service and policy offering brochures (Brochure, On-line, etc)
• Responsible for premium service program management
• Serve as the main point of contact with the sales, marketing, and solution departments
• Required weekly communication meeting attendance and reporting




Background/Experience




1) BA degree or 7 + years experience as a technical or major account representative with a top tier Printer/Monitor manufacturer

2) Proficient in Microsoft Word, Excel, Windows, and Outlook

3) Experience leading internal/external staff and partners

4) Familiar with Consumer, Commercial and Information product technology

5) Familiar with common service procedures, parts management, return authorization processing, quality analysis, etc.
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