Digital Services Manager

Profile insights
Here’s how the job qualifications align with your profile.
Skills

Restaurant experience
(Required)

Computer networking
(Required)

Customer service
(Required)
+ show more

Do you have experience in Restaurant experience?
Education

Bachelor's degree
 
Full job description
The Digital Services Manager (DSM) is to be the go-to expert and enthusiastic advocate for our software solutions. This role will drive impact by directly enhancing customer satisfaction and boosting sales, and inspire excitement through building knowledge and passion within the RATIONAL team. The DSM is pivotal to software rollouts by maintaining product details, ensuring customer support, and acting as a liaison between RATIONAL USA, RATIONAL AG, external service partners, and customers. The role is based from our fast-paced office environment in Rolling Meadows, IL, but candidates will also travel periodically domestically (up to 2-3 days each month) and internationally to Germany, Canada, or Mexico (approx.1 wk/yr each).


ESSENTIAL RESPONSIBILITIES include the following:

Serve as the internal champion of ConnectedCooking and other software products for RATIONAL USA
Provide expertise on the product, answering “second level help desk” customer questions and escalating next-level question to the Landsberg digital support team
Assisting customers with basic IT set up and networking support as needed
Perform ConnectedCooking training courses for the NAM market in partnership with the global ConnectedCooking team
Create work tickets using Jira product management tool for tracking and reporting
Support the sales team as needed in customer presentations
Support the rollouts with RATIONAL key account customers

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical aptitude and interest; IT support skill set is a plus, including networking and software support
Experience with software integration and application programming interfaces (API) is a must
At least three years of digital services support experience is required
Networking and software support experience, especially within ERP platforms, is a plus
Two years of equipment experience, ideally restaurant equipment is required; hands-on work with RATIONAL products is a plus
Bachelor's degree in computer science, information systems, business or similar is preferred
Excellent written and verbal communication skills, strong problem analysis and solving skills, detail-oriented and thorough is required
Candidates must demonstrate strong interpersonal and customer service skills with relationship-building capability
Candidates must be self-starters and able to work independently, and also have ability to work in a cross-functional, team-oriented, and results-driven organization