Service Manager

Position Summary

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture and support bold, eye-catching digital LED display technology and audio systems.

 

Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work and play.

 

As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none.

 

What will the work look like for me?

We are currently seeking a Service Manager who will work closely with project managers and the service team. The Region Service Manager reviews project requirements, allocates resources, and coordinates service delivery to meet project timelines. The role also partners with sales to recommend suitable service plans and pricing and provides technical support for customer demonstrations and sales presentations as needed.  The role combines service business planning, support for product introductions and lifecycle changes, service sales, escalation management, and leadership of the service team.

Service Market Strategy

• Define the service strategy for the market segment(s) working with other Region Service Managers and Market Managers.
• Analyze market trends, customer needs, and develop a Service value proposition for competitive differentiation.
• Understand key financial drivers of the service business, including revenue, gross margin, cost to serve, pricing, and return on investment.
• Use financial, operational, and customer data to make informed decisions regarding service strategies, offerings, pricing, and delivery models.
• Connect service delivery decisions to company financial goals, balancing customer value and experience with revenue growth, profitability, and cost.
• Create annual plans aligned to the market strategy, goals, and objectives.
• Evaluate financial tradeoffs and develop business cases to support strategic service investments and changes.
• Establish and monitor financial and operational measures to evaluate service performance and adjust strategies as needed.
• Collaborate with cross-functional leaders to identify opportunities that improve customer value while driving profitable service growth.

Product–Service Strategy

• Work with cross-functional teams to develop strategies for service delivery and support.
• Develop Service Support Strategies as it pertains to the Product Roadmap, comprising of new product introduction, new feature releases, retirement planning, and life-cycle administration.
• Collaborate with internal groups, such as product development, sales, and marketing to achieve the strategic objective.

Selling Services

• Ensure that services are aligned with the customer's value proposition and that customers understand the benefits of the services being offered.
• Contribute to Middle East sales goals by generating revenue through service offerings.
• Work closely with cross-functional teams to understand product offerings to ensure they meet customer needs and drive profitable revenue growth in the services that we offer.

Service Delivery and Satisfaction

• Responsible for service excellence, client satisfaction, and entitlement/contract performance by directing the team members who provide customer service including onsite technical services, service coordination, account management, repairs and inventory management.
• Manage field service responsibilities within region, focusing on employee experience and customer satisfaction.  
• Collaborate with internal teams to identify and resolve issues, implement preventive measures, monitor service delivery metrics, and recommend corrective actions when necessary.
• Proactively encourage and support employees’ personal development plans through facilitating experiences, timely feedback and reflection. Utilize our performance development program.
• Utilize a comprehensive skills matrix to assess and document the growth of field engineers and service partners.  
• Utilize Daktronics leadership development tools and methodologies to drive business results.
• Set workload expectations with Field Engineers to ensure workloads are balanced and assignments align with onsite support strategies.   
• Ensure all assignments are completed on time and of high quality, following standard operating procedures and properly documented.  
• Foster teamwork by emphasizing the relationship between quality work, customer service and satisfaction.  
• Collaborate with HR on escalated issues and recommend staffing needs based on workload projections.  
• Interview and hire employees aligned with company culture, compatibility, and growth potential.  
• Follow established onboarding and training plans for new hires and existing team members.  
• Delegate tasks and arrange corresponding work duties for service team.
• Swiftly respond to escalations and provide direction to effectively support the team.   
• Lead and/or actively participate in larger improvement projects.  
• Communicate changes and their importance to build consensus among the team and stakeholders.  
• Ensure Employees and Contractors have a safe working environment.   
• Travel on a regular basis (estimated 20-25% of time) to proactively build relationships and resolve issues with customers.
• Other duties as assigned.  

Where is this opportunity located? 

Position located in Dubai, U.A.E, the Region Service Manager leads the Daktronics Service team across the Middle East, Eurasia, and Africa. This role drives customer success by aligning resources and services with regional needs, delivering service excellence, and maintaining high levels of customer satisfaction. The Dubai-based team provides installations, event support, and a wide range of service calls across the region.

Qualifications

To be considered for the Service Manager position, we require the following:

• Bachelor’s degree in engineering, business, technical, or a related field, or equivalent experience.
• Demonstrated experience interacting with a variety of individuals in a positive, professional manner; prefer previous leadership experience.  
• Engineering, Market, or Service experience preferred.  
• Ability to learn quickly; prefer previously demonstrated ability to pick up technical concepts quickly.  
• Strong technical writing and verbal communication skills required.  
• Basic computer skills required; prefer experience with Microsoft Office programs and applicable data entry systems.  
• Demonstrated ability to successfully participate as a member of a team and be able to work collaboratively.  
• Effectively exercise discretion and independent judgement.  
• Ability to travel by air and ground. Valid driver’s license and good driving record.
• Fluent in English, written and verbal. Fluent in Arabic preferred.
• Daktronics does not sponsor, renew, or extend immigration visas for this position.

Ready to make an impact? Apply now and start your journey with Daktronics.