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 Service Account Manager is responsible for the overall relationship with assigned NHA Customer(s) and/or VAR(s) (Value Added Resellers). The Service Account Manager is the interface to the customer and ensures Hyosung is delivering service as committed. The Service Account Manager will ensure the organization is meeting/exceeding customer expectations related to contractual SLAs (Service level Agreements) on a daily basis. Additionally, the position develops and maintains end to end processes to ensure consistent high quality of customer deliverables from Pre-Sales to Billing, performs service governance reviews, provides daily/weekly/monthly reports as defined, identifies areas of continuous improvement (CI), and partners with the customer and internal Hyosung teams to achieve the CI expected. The position is responsible for handling escalations to minimize further escalations to NHA Executive Management.

ESSENTIAL FUNCTIONS:

• Responsible to maintain and foster a positive relationship with assigned customer(s)
• Accountable to meet with and discuss NHA service delivery performance and provide reports to customer as required
• Responsible to keep customer advised of any issues affecting the contractual SLAs
• Ensures that NHA Service organization is kept current with customer concerns or issues to head off any upper management escalations in an effort to maintain the highest level of customer satisfaction
• Any other tasks and or duties assigned by management

EDUCATION AND EXPERIENCE:

• Bachelor's degree or equivalent years of experience
• Experience in Account Management required.
• Prior ATM or Financial Services experience preferred
• Strong verbal and written communication skills
• An analytical mind and inclination for problem-solving
• Proficiency with MS Office applications preferred
• Ability to navigate various data base applications
• Attention to detail
• Excellent interpersonal skills
• Possess excellent written and verbal communication skills
• Create and maintain a positive working environment and relationship with both internal and external customers.

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 employee is often required to sit and use their hands and fingers, to handle or feel.
• The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
• Employee must be able to lift 50lbs without assistance. May be asked to lift up to 80lbs with assistance of machinery or helper.
• Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT:

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the esse