Service Account Manager Jobs

Role & Responsibilities

Ensuring and maintaining optimum service quality while taking into account SIG Combibloc and customer requirements, creation of an optimal cooperation between different departments of SIG Combibloc and the customer, and leadership of subordinate teams (FSEs) including promotion of optimal performance from a social, methodological and technical point of view

• Accomplish special tasks as assigned by supervisor and inline with the best interests of SIG Combibloc
• Support in the development and forwarding of market information (competition, trade, customers) and regular analysis of internal and external KPIs to improve performances (technical / financial)
• Assist project team and customer in equipment installation / commissioning to meet agreed timelines and acceptance criteria
• Provide disciplinary / functional leadership of subordinate team members (eg. appraisal, training needs, personal development…). Validation of subordinate working hours to assure correct invoicing and in respect of work regulations. Introduction, implementation and validation of new processes
• Prepare, execute and follow-up / reporting on regular and extraordinary customer meetings / activities
• Coordinate available resources, according to customer / internal requirements, including preventative / corrective maintenance according to approved intervals, processes, documentation, supplier requirements
• Main customer & internal dept. contact point for all relevant tech service topics, supporting customer / subordinate teams in technical issues / complaints, ensuring quick resolution, clear communication and document recording
• Assure correct budgeting, recording, and realization of financial results in resp. accounts / cost-centers as well as payment of invoices
• Create needed documentation (e.g. calculations, presentations, reports) for optimal transparency in external / internal discussions
• Determine / execute customized approaches to improve customer KPIs (implementation of must-points, technical upgrades, service products…) and active participation in negotiation and establishment of service agreements

Success Profile

• Bachelor's degree in mechanical / Electrical or (preferably) Mechatronic Engineering. Alternatively, business vocational training / studies with profound technical understanding
• At least 2 years of experience leading a team of field service engineers, as well as experience managing PM/CM.
• Strong customer service mindset, responds quickly, provides feasible solutions, understands demands/needs, and sells solutions.