Service Account Manager

Job Title: Service Account Manager – Capital Equipment

Pay Range: $90,000–$100,000 base + bonus

Travel: Up to 25% (including international)

We are seeking a Service Account Manager to support customers who operate complex automated packaging systems used across the pharmaceutical, cosmetics, and personal care industries. This position focuses on strengthening customer relationships, managing service programs, and growing aftermarket business including spare parts, upgrades, and maintenance solutions.

You will serve as the main contact for assigned accounts, ensuring they receive timely technical support and clear communication regarding service activities. The role blends customer relationship management, technical coordination, and commercial responsibility.

What You’ll Be Doing

• Act as the dedicated service representative for key customers, building trust and long‑term relationships.
• Oversee service maintenance programs, from proposal through renewal, tailoring solutions to customer needs.
• Promote aftermarket offerings including spare parts, tooling, retrofits, and machine upgrades.
• Prepare and track quotations for non‑standard requests and customer-specific service packages.
• Drive revenue growth within existing accounts and help develop strategic customers into major accounts.
• Monitor performance metrics for assigned clients and ensure service sales targets are achieved.
• Coordinate internal teams involved in parts, service, and technical support to ensure seamless project execution.
• Respond to customer inquiries promptly, ensuring issues are escalated and resolved efficiently.
• Participate in technical discussions with customers and collaborate internally to support product improvements and upgrades.
• Assist in organizing the activities of field technicians and engineers assigned to major accounts.
• Maintain accurate documentation for PM programs, service histories, parts consumption, failures, and corrective actions.
• Stay current on new tools, technical updates, and product developments.
• Represent the company professionally on customer sites and comply with all required site clearances and safety protocols.

What You Bring

• Bachelor’s degree in engineering or 8+ years of relevant technical service or operations experience.
• At least 5 years in a manufacturing, engineering, service, or capital equipment environment.
• Hands-on familiarity with technical drawings, schematics, and mechanical/electrical systems.
• Experience working with automated equipment or industrial machinery (pharma environment preferred).
• Strong communication, organization, and problem‑solving abilities.
• Ability to manage multiple priorities and work independently, including remote work.
• Comfortable interacting with international teams and multicultural customers.
• Willingness to travel up to 25%, both domestically and overseas.
• Knowledge of packaging equipment or other automated machinery.
• Experience working in GMP or regulated production environments.
• Ability to support technical troubleshooting conversations (electromechanical, PLC, motion control).
• Solid understanding of preventive maintenance planning and spare parts management.
• Background acting as a liaison between customers, engineering, and field service teams.

What You’ll Gain

• A chance to work in a global, innovation‑focused environment.
• Exposure to advanced automation technologies and high‑profile customers.
• Opportunities for professional development and ongoing technical training.
• Comprehensive benefits including medical, dental, vision, disability, and retirement savings plans.
• A workplace that values diversity, inclusion, and continuous improvement.