Service Account Manager (40333)

Summary/Objective: The Service Account Manager is responsible for managing customer relationships and ensuring the successful delivery of service and aftersales support. Serving as the primary point of contact, this role focuses on supporting customer production needs, coordinating service activities, and maintaining a high level of customer satisfaction.

This position combines technical understanding with account management, requiring the ability to identify service opportunities, prepare and follow up on quotes, and ensure timely execution of service, equipment, and materials. The Service Account Manager works closely with internal service and aftersales teams to coordinate schedules, resolve issues, and ensure all work is completed efficiently and to customer expectations.

 

Specific Responsibilities and Essential Functions:

• Conduct regular on-site visits with customers to build and maintain strong, long-term relationships.
• Provide technical support to customers related to service operations and aftersales solutions.
• Identify, evaluate, and quantify sales opportunities within assigned accounts.
• Prepare accurate and competitive quotations based on customer requirements, and proactively work to convert quotes into confirmed orders.
• Maintain consistent communication with internal teams by providing timely updates on account activity, including daily or weekly status reports and call summaries.
• Assess the market potential of both new and existing customers by analyzing relevant data, trends, and expenditures.
• Develop a strong understanding of the company’s capabilities, products, and services, and effectively communicate value propositions to customers.
• Plan and execute daily and weekly strategies to ensure achievement of performance goals and established targets.
• Coordinate with customers and internal teams to develop and maintain schedules that ensure timely delivery of services, equipment, and materials.
• Follow up with customers and service providers to confirm job completion and ensure satisfaction with the work performed.
• Address and resolve customer concerns or complaints related to sales and service in a timely and professional manner.
• Represent the company at trade shows, industry events, and association meetings to promote products, services, and brand awareness.

Competencies and Qualifications:

• Adaptability: Responds effectively to change, shifting priorities, and evolving business and customer needs. Anticipates challenges and adjusts strategies to deliver timely, informed, and solution-oriented responses. Confronts obstacles with courage and resilience, learns from setbacks, and remains forward-focused in dynamic environments, aligning decisions with organizational values and expectations.
• Collaboration: Works effectively across teams, departments, and stakeholders to achieve shared goals and deliver value to internal and external customers. Builds respectful, professional relationships grounded in trust. Integrates diverse perspectives, addresses conflict constructively, and fosters an inclusive team environment. Shares knowledge, supports others' development, and contributes to sustained organizational growth.
• Engagement: Connects daily work to the company's broader vision and long-term success. Maintains a customer-first mindset, anticipating and addressing internal and external customer needs with professionalism and care. Contributes innovative ideas, embraces feedback, and seeks opportunities for continuous improvement. Approaches responsibilities with energy, purpose, and a commitment to sustainable value creation.
• Integrity: Communicates clearly, respectfully, and transparently in both verbal and written interactions. Actively listens, asks clarifying questions, and engages in constructive dialogue – even in difficult conversations – to build trust. Demonstrates respect for diverse perspectives and cultures. Upholds company policies and ethical standards, and maintains a strong safety-first mindset, leading by example to ensure a compliant and secure work environment.
• Ownership: Demonstrates independent judgment and personal accountability in delivering high-quality results. Takes ownership of decisions, deadlines, and outcomes with minimal oversight. Prioritizes effectively, manages time and resources responsibly, and ensures work is accurate, thorough, and aligned with company standards. Proactively communicates progress, challenges, and availability. Maintains reliable attendance and fulfills responsibilities consistently and professionally, with a commitment to excellence.

• Education and Experience:

• 3+ years of experience in customer-facing roles such as service account management, sales engineering, or technical sales, with a proven ability to deliver exceptional customer service and ongoing client support.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Demonstrated attention to detail and ability to manage multiple priorities
• Excellent written and verbal communication skills
• Proven negotiation and customer relationship management skills
• Experience with packaging or industrial equipment preferred
• Strong technical aptitude with a background in electrical and mechanical systems preferred
• Additional language skills (e.g., Spanish) are beneficial but not required 
• Experience with CRM systems, quoting tools, or service management platforms preferred 

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  Physical Demands:

• Primarily a sedentary role, involving extended periods of sitting; occasional standing and walking may be required
• Frequent use of hands for computer work, including typing and data entry
• Requires clear verbal communication and active listening when interacting with customers and team members
• Requires close visual attention for tasks such as analyzing data, reading, and working on a computer

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  Travel Required:

• Ability to travel as required for business needs (up to 50%), including maintaining valid travel documentation.

• Other Duties:

  Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.