As a member of the Strategic National Accounts for Diebold, you will provide leadership to, and raise the knowledge and skill level of the Account Performance/Relationship Managers/Account Performance Coordinators and provide liaison support on performance issues between the team members supporting the account.
Some essential functions of this position include:
Provide liaison support between Field Service Reliability and Account Performance/Relationship Manager, Account Coordinators and Business Teams on performance related issues.
Perform skills assessments and audits of Account Performance/Relationship Managers and or Account Coordinators as required.
Assist with “update training” for Account Performance/Relationship Managers for skill enhancements or as product modifications are introduced to the field.
Implement actions or make recommendations to the Account Performance/Relationship Managers to improve the proficiency of the workforce within the region.
Assist Account Performance/Relationship Managers in providing on-the-job training and technical support for “beta sites”.
Accompany CSEs on selected field service calls in high-priority situations, when problems cannot be otherwise resolved and/or when the situation has been escalated as required.
Assist Account Performance/Relationship Managers in the running/analyzing reports and take necessary corrective action to manage repeat calls and reduce units down.
Communicate any product design problems experienced in the region through identified processes.
Provide input and direction regarding a Account Performance/Relationships Manager’s technical qualifications during the hiring process as well as PEP/PIP documentation.
Responsible to implement and maintain key performance processes within their area of responsibility.
Review and manage technical performance of the account in order to meet or exceed established performance goals.
Provide technical expertise for sales efforts (pre and post sales) as required.
Participate on monthly operations team meeting. (could alternate teams)
Other duties as may be assigned.
Position requires a self-motivated individual with good interpersonal skills and a strong technical background.
Individual should possess leadership capabilities, demonstrate the ability to communicate effectively (oral/written) and have good problem solving and customer satisfaction skills.
Must be able to function well in a self-directed team environment.
The ideal Account Technical Performance Manager should have several years of repair/troubleshooting experience on Diebold serviced products.
Experience on a broad range of products, including foreign products, is definitely preferred.
Associate should possess a bachelor’s degree in business administration or an engineering discipline (particularly electronics, electrical and/or software) or equivalent experience.
Must have strong PC skills for analysis and tracking of performance.
Diebold is an equal opportunity employer.
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