Job Description

The Service Account Manager serves as the primary point of contact for high-priority customers (categories A and B), providing expert advice and support from the initial setup (Site Acceptance Test) onwards.

RESPONSIBILITIES:

• Manages A/B client relationships, ensuring satisfaction, and proactive care.
• Addresses customer needs and concerns throughout the post-SAT phase, offering direct assistance or directing inquiries to appropriate service sub-areas/departments.
• Main contact person/coordinator of the complete EIS phase (Entry-Into-Service) of new machines.
• Active service sales (e.g. in the form of life-cycle consulting).
• Track customer quote process.
• Ensure the annual target order intake and the annually planned earnings increases (per the budgeted service (SV) product mix).
• Identify and log emerging market demands and forward them to the responsible areas (e.g., Product Management).
• Edit, negotiate, and conclude contracts such as Service Level Agreements, Quality Agreements, Non-Disclosure Agreements, etc. (if necessary, with the support of department directors and specialist departments).
• First external escalation stage about customer concerns of the various service sub-areas with subsequent initiation of internal measures/escalations.
• Oversee and monitor Technical Service Requests from customers (i.e., troubleshooting, urgent failures, etc.).
• Work alongside HQ (Ilshofen, Germany) for technical requests as needed.
• Regular visits to direct customers.
• Active participation in trade shows (incl. preparation, participation, and follow-up).
• Support of the sales department in general service-specific topics such as e.g. URS (User Requirement Specification)
• Process/ contract process for new machine projects, presentation of the service product portfolio, etc.
• Extended project team member for new machine projects, especially during the commissioning phase (see PDP process).
• Serve as a coach and technical support of the Service Account Coordinator (TBD).
• Understand and present service product portfolio.
• Multi-tasking and critical thinking for customer solutions.
• Scope, maintain, and implement modifications for customers.
• Coordinate needs with internal departments (Field Service, Spare Parts, etc.).

Qualifications

• Demonstrated technical/mechanical aptitude is essential.
• The ability to understand technical/mechanical context, and read schematics, blueprints, customer specifications, and engineering sketches is required.
• Proven understanding of business processes.
• Experience with an ERP system.
• Expertise with PC, Microsoft Word, Excel, and Outlook.

COMPETENCIES:

• Self-starter with a positive attitude and able to work independently or in a team environment.
• Strong interpersonal skills with an ability to build rapport and customer trust.
• Focused with a strong sense of urgency and ability to be highly responsive.
• Demonstrated accuracy and thoroughness.

EDUCATION AND/OR EXPERIENCE:

High School Graduate or GED, a bachelor’s degree is not required but preferred.

5+ years of experience in a customer service role in the manufacturing industry.

TRAVEL:

This position requires occasional overnight travel within the US, PR, and Canada.

Additional Information

Benefits: We offer medical and dental plans (the company pays 83% of the premium for employees and eligible dependents); company-sponsored health reimbursement accounts (HRA); Flexible Spending Accounts (FSA) for medical and/or dependent care, company-paid short-term and long-term disability plans, company-paid life insurance and AD&D plan; voluntary vision plan; voluntary pet insurance; voluntary identity theft protection plans; voluntary life, and dependent life plans at discounted group rates; a 401k retirement plan with a 4% company match, company paid holidays and generous a PTO plan.

Should you meet the above requirements and qualifications and feel like this position seems like a perfect fit for you, please submit your resume along with a cover letter including your salary expectations.

Bausch+Stroebel’s US Headquarters is located in Branford, CT

https://us.bausch-stroebel.com/

Bausch+Stroebel is an Equal Opportunity Employer. Bausch+Stroebel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leaves of absence, compensation, and training.

m/f/d