The Service Delivery Account Manager for Printing Solution is responsible for managing and overseeing the delivery of services to clients and securing Epson share of the market for key customer accounts.
This role involves coordinating with various teams, ensuring that service level agreements (SLAs) are met, and maintaining strong relationships with clients to contribute at strengthening Epson offering both in products, ink, and services.
What will you do: Client Management
- Together with Sales, act as a primary point of contact for clients, understanding their needs and ensuring their expectations are met
- Contributes to Epson growth
- Oversee the delivery of Printing services and solutions, ensuring they are completed on time, within scope, and within budget
Team Coordination
- Coordinate with internal teams, including sales teams, technical staff, and customer support teams, to ensure seamless service delivery
Performance Monitoring
- Monitor and report on the performance of service delivery, identifying areas for improvement and implementing corrective actions
SLA Compliance
- Ensure that all service level agreements (SLAs) are met and that any issues are promptly addressed
- Identify potential risks and develop mitigation strategies to minimize their impact on service delivery
- Manage the financial aspects of service delivery, including budgeting, forecasting, and financial reporting
- Continuously seek ways to improve service delivery processes and enhance client satisfaction
Reporting
- Provide regular reports to senior management on the status of service delivery, including key performance indicators (KPIs) and other metrics
What we ask for:
- Relevant higher education or equivalent professional experience in business, management, or a related field
- Proven experience in Customer/ Professional Service in printing industry: service delivery management for large customer accounts, project management
- Strong project management skills, excellent communication and interpersonal skills, and the ability to manage multiple tasks simultaneously
- Certifications in project management (e.g., PMP, PRINCE2) or service management (e.g., ITIL) are highly desirable
- Knowledge in Printing remote monitoring tools
- Strong analytical and problem-solving skills
- A strong focus on customer satisfaction and the ability to build and maintain strong client relationships
- Fluent in written and oral English
We are keen to hear from you even if you don’t match all listed requirements, but you identify with our brand and passion for innovation.
What we offer:
We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.
Our commitment to the environment
We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.
Our people
We believe a healthy culture, strong values, teamwork, and contribution from a diverse range of individuals will help us to stride for excellence.
Our brand
Ranked by Clarivate Analytics as a Top 100 General Innovator brand for the last seven years running.
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