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Exotec · 1 week ago

Service Account Manager, Order Fulfillment Automation

Atlanta, GA

Full-time

Hybrid

Senior Level

5+ years exp

Exotec is at the forefront of technological excellence in order to redefine the relationship between humans and robots. The Service Account Manager will act as a client advocate, ensuring satisfaction and managing service agreements while improving client experience and supporting operational objectives.

LogisticsRoboticsSoftwareSupply Chain Management

Responsibilities

As a client advocate, understand the clients' operational objectives and how their use of Exotec's solutions support those objectives

Monitor clients' satisfaction with and actively seek out opportunities to improve the client experience and satisfaction, both within Exotec and at the client sites

As the subject matter expert on the clients' lifetime services agreements, ensures Exotec meets the agreed to terms and conditions of those agreements as well as establishing and managing 3rd party service contracts to support non-core products that Exotec supplied to our clients

Report internally on maintenance contracts' profitability

Actively participate in the handover of client sites from Exotec's Deployment team to the Maintenance team, including working with the client to ensure they understand how Exotec supports their operations on a daily, weekly, and monthly basis

Participate in the ongoing improvement of Exotec's system reliability and maintenance processes, best practices, protocol, etc

Qualification

Maintenance contracts managementIndustrial automation knowledgeMechanical engineering conceptsElectrical engineering conceptsProject management skillsCustomer service orientationAnalytical skillsInterpersonal skillsTechnical documentation

Required

Bachelor's degree or equivalent is required

5+ years of maintenance experience, specifically with some exposure to maintenance contracts execution and management

Some exposure to the industrial automation, materials handling, warehousing and/or logistics sectors would be highly beneficial

Broad knowledge on software, mechanical and electrical engineering concepts

Excellent interpersonal skills with the ability to build rapport with clients, contractors and suppliers at all levels of business across multiple cultures

Strong orientation toward customer service

Demonstrated ability to both collaborate with others drive your own work

Strong analytical and reporting skills, with attention to detail and financial acumen

Project management skills

Ability to prepare or oversee technical documentation

Openness to travelling up to 25% to client sites in North America