Service Account Manager - Customer Services
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Key skills for this role
About the Role
The ideal candidate will play a crucial role in growing our Customer Service business within the MEA region. This is an excellent opportunity for a positive, motivated driven individual with great customer relationship skills with both internal and external customers.
Key Skills for This Role
Full Job Posting
Overview
The ideal candidate will play a crucial role in growing our Customer Service business within the MEA region.
This is an excellent opportunity for a positive, motivated driven individual with great customer relationship skills with both internal and external customers.
Capitalizing on our existing customer base, you will manage all customer related service activities and communication.
The target being to improve customer satisfaction and customer profitability.
The person in this role needs to be a results-driven and forward-thinking professional with a passion for driving business growth in the warehouse automation sector.
The Service Account Manager (SAM) maintains regular customer relationship and identifies sales opportunities within our Customer Service business unit.
Relationship Management
- Cultivate and maintain effective, ongoing relationships with key existing customers.
- Collaborate with current customers to understand their evolving needs and align our services accordingly
- Active and regular communication with existing customers to build and maintain ongoing relationships
Account Management
- Achieve annual sales targets through the successful execution of service sales
- Define and sell extensions, upgrades and modernization concepts for existing systems with support from Application Engineering
- Collaborate with the team to ensure seamless integration of customer requirements into proposed solutions.
- Ensure that technical integrity is maintained in all proposed solutions.
- Work closely with the marketing and sales teams to create compelling proposals and presentations.
- Ensure proposals are tailored to address the specific needs and challenges of potential clients.
- Negotiate prices and terms on offers submitted
- Define obsolescence management and implementation roadmap with the customers
- Assist in the creation of customer Life Cycle Plans, considering long-term needs and evolving technology.
- Prepare Service agreements (SLAs) and follow up on renewal.
- Support escalation management with the SSI SCHAEFER and customer organization as the Single Point of Contact.
- Ensure billable/clearable incident tickets are discussed with customers and invoiced in a timely manner.
- Maintain data integrity using global tools (Salesforce, SaX, etc.)
- Regular monitoring and follow up of the Open Ears/NPS feedback and initiate discussion with customers to determine improvement in our service quality and level.
Continuous Learning
- Stay updated on existing and emerging SSI SCHAEFER technologies and equipment.
- Maintain a deep understanding of industry trends and advancements
Qualifications
- Degree or equivalent experience in Mechanical Engineering, Mechatronics, Applied Science or Tradesman certificate of proficiency in mechanical or electrical discipline
- 3 - 4 years' industry related (intralogistics automation, warehouse storage systems, material handling equipment) Service Manager experience
- Proven experience in leading and managing technical sales opportunities
- Prior experience in a solutions engineering or similar role
- Excellent interpersonal and communication skills, with the ability to communicate complex technical concepts to both technical and non-technical stakeholders
- Demonstrated ability to work collaboratively across teams and departments
- A passion for staying current with emerging technologies and industry trends
- Strong negotiation, communication, and presentation skills
- Strategic thinker with the ability to identify and capitalize on market trends and opportunities
- Ability to build and maintain relationships with key stakeholders
- Ability to interpret engineering drawings
- Willingness to travel within the region (regular travel required)
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