Our client, a well-established international company with over 50 years of excellence in the pharmaceutical machinery industry, is currently seeking a dedicated and dynamic Service Account Manager to join their growing team in Ireland.
About the Role:
In this key position, you will be the primary point of contact for customers in the local market, ensuring a top-tier service experience and contributing to long-term customer satisfaction and development. You’ll coordinate service activities between clients, specialist departments in Ireland, and the head office in Germany, while also supporting service-related sales and customer engagement strategies.
Key Responsibilities:
* Serve as the first point of contact for all customer inquiries following a successful Site Acceptance Test (SAT).
* Ensure high levels of customer satisfaction, support, and continuous relationship development.
* Promote service sales and lifecycle consultancy, including follow-ups on quotations.
* Negotiate and finalize service-related contracts (e.g., SLA agreements).
* Act as an external escalation point, driving internal actions and escalations when needed.
* Capture customer and market needs and communicate them to the Service Product Management team.
* Support sales teams in handling service-specific matters (URS, service contracts, etc.).
* Conduct regular client visits to strengthen relationships and ensure service excellence.
* Represent the company at trade fairs, managing preparation, participation, and follow-up.
* Work towards achieving annual service sales targets and revenue growth.
* Join project teams for new machine installations, especially during the installation phase.
* Provide guidance and support to local service colleagues (e.g., Customer Service Administrator).
* Collaborate closely with global teams, especially customer service departments at the head office.
Your Profile:
* A degree in a technical discipline or comparable qualification (e.g., technical business administration).
* Previous experience in customer service within (specialised) mechanical or pharmaceutical engineering is an advantage.
* Strong customer orientation and a proactive approach to service delivery.
* Excellent communication and negotiation skills.
* Confident and professional in customer interactions.
* Strong organizational skills with the ability to manage multiple stakeholders.
* Willingness to travel as required.
* A collaborative team player who thrives in an international work environment.
* Business fluent in English; German language skills are a plus.
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