Hyosung America, Inc

Job Type: Full Time Location: US

OVERVIEW

Nautilus Hyosung America, Inc. (HYOSUNG) is a world leader in ATM self-service technologies. We have built a reputation for innovation by continually researching, developing and delivering quality ATM products -- flexible products that adapt to our changing world and our customers' changing needs.

JOB SUMMARY:

The Director of Service Account Management will lead the Service Account Management and Escalation teams, and is responsible for the overall relationship with assigned NHA Customer(s) and/or VAR(s) (Value Added Resellers). Responsible for ensuring the Service Account Managers and the Field Service Organization are meeting/exceeding customer expectations related to contractual SLAs (Service level Agreements) on an ongoing basis.

Specific Responsibilities include:

Managing multiple teams and efficiently using all available resources to achieve objectives

Mentor and train account manager and account support teams in all aspects of their roles

Reporting performance metrics internally and externally, including executive level updates, and being accountable for the integrity of the reporting

Updating internal and external partners regularly with Voice of the Customer, and process and procedural changes

Reviewing daily/weekly/monthly reports and ensuring any negative trends are identified and assigned to the responsible team for mitigation plans and resolution

Coordinating initiatives to achieve continuous improvement in service delivery

Manage crisis or natural disaster events that affect service delivery

Ensure compliance to customer policies by Hyosung, oversee customer audits of that compliance

Identify and escalate inefficiencies in the business environment. Collaborate with other NHA business units to solve problems and root out negative influences to quality of service.

Responsible for Account Management and Escalation teams, which primary responsibilities include:

Principal point of communication between customer and Hyosung Service, bi-directional

Handling customer service needs to minimize further escalations to NHA or customer Executive Management, identifying root cause and devising strategies to avoid future reoccurrence.

Manage end to end processes to ensure consistent high quality of customer deliverables from Pre-Sales to Billing to Service Delivery

Monitor, report on and recommend actions for improvements on all customer metrics

Required Qualifications

Bachelor's Degree or equivalent experience

5+ years' experience in Account Management

5+ years' experience successfully performance managing multiple teams

Analytical skills

Proficiency with MS office applications

Create and maintain a positive and cooperative working environment and relationship with both internal and external customers

Possess excellent written and verbal communication skills

Ability to navigate in various Data Base applications

Ability to travel up to 50% of time when requested

Preferred Qualifications

Experience in ATM or Banking Industry (Vendor or Customer)

Experience in the service delivery industry

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

While performing the responsibilities of the job, the employee is required to talk and hear.

The empl

Hyosung America, Inc

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