Service Key Account Manager

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The Service Key Account Manager builds and grows customer relationships to drive service revenue across contracts, maintenance programs, spares, and modernization projects in parcel and warehouse automation. The role serves as the primary point of contact and escalation for key accounts and manages pipeline, forecasting, and proposal development. The Service KAM drives cross‑functional collaboration with Customer Service, Sales and Project and Product Management to ensure contract performance and shape solutions and proposals.

The role delivers lifecycle value by partnering with teams to grow the spares business, enable smooth post‑go‑live transition, and channel customer feedback to support product development.

• Build and maintain relationships with clients for service and hotline contracts; operational and maintenance programs; modernization projects (replacement, retrofit, refurbishment); training; on‑site service activities; and spare parts sales.
• Partner with leaders to grow the spares business and deliver lifecycle value through parts, upgrades, and service offerings.
• Serve as the primary point of contact and escalation for all service‑related client matters.
• Develop a deep understanding of key account needs and serve as a trusted advisor on operations and service solutions.
• Manage existing accounts and develop new business through prospecting, qualification, proposals, and closing activities.
• Lead strategies for profitable penetration into new or existing market segments within policy guidelines.
• Coordinate and collaborate with Parcel and Automation business units and functions to plan and execute modernization go‑to‑market strategies.
• Analyze client and market data to inform customer relationship management, pipeline health, and forecasting.
• Monitor competition by gathering current information on pricing, products, delivery schedules, and selling approaches.
• Partner with the Director of Customer Service to shape solutions, proposals, and commercial terms.
• Prepare and maintain accurate CRM records, including opportunities, activities, quotes, and status updates.
• Lead the creation of service and modernization proposals in collaboration with the Bid Team and internal stakeholders.
• Work in close partnership with the Customer Service Manager to ensure customer success; coordinate on contract performance, incident resolution, resource planning, and escalation management, aligning commercial objectives with operational delivery.
• Coordinate with cross‑functional teams to ensure a smooth post‑go‑live transition and provide structured customer feedback to Product and Engineering to inform product development.
• Collaborate with Engineering to perform on‑site assessments of customer installations. Analyze system condition, obsolescence risks, and performance gaps to identify retrofit, upgrade, and modernization potential, and translate findings into actionable proposals and business cases.
• Drive Predictive Maintenance and Service 4.0 initiatives to adopt digital service solutions, including predictive maintenance, remote monitoring, and IoT‑based analytics.
• Collaborate with departments to implement data‑driven maintenance strategies that reduce downtime, optimize asset performance, and deliver measurable customer value.
• Follow all standard operating procedures and safety requirements when on customer sites, including required PPE use and incident or near‑miss reporting.
• Perform other duties as assigned.

• Bachelor’s degree in an engineering‑related field preferred, or an equivalent combination of education and experience.
• Minimum of 3 years successful technical sales experience.
• Minimum of 5 years experience in parcel logistics, warehouse, or industrial automation preferred.
• Demonstrated success managing conceptual and solution‑based selling…