Key Account Service Manager

As a Key Account Service Manager you will build relationship (s) with, manage and develop large customer accounts within the terms of each contract, ensuring that the customer’s required levels of service and Linde’s commercial requirements are both met. To act as the primary escalation point for any service-related issues that may arise and coordinate our response across the regions.
Working closely with your colleagues in Sales and across the wider business to increase market share, maintain profitable growth and understand the customer needs for material handling products and solutions.

• Ensuring that all relevant SHEQ procedures are followed. (Safety, Health, Environment, Quality)
• To implement, develop and manage a contract or contracts to achieve agreed financial and service targets in line with the Service Level Agreement.
• Conduct account reviews with customers and Regions at agreed frequencies.
• Using and presenting KPI’s as per the contract to demonstrate contract performance.
• Resolve any customer queries within a timely manner.
• Manage the customer P & L and report on any issues regarding the profitability of the account.
• Provide support on new business proposals, site surveys and tenders as may be required by the local KAM or ASM.
• Recognise and create new business opportunities across all business streams, raise awareness of aftersales products and services
• Using KPI data and engineer/operator feedback - identify, communicate and propose corrective actions to assist the reduction of out of contract spend and / or improve efficiency.
• Update CRM system with all customer contact, relevant information and all site visits

• Well-developed analytical and problem-solving skills with the ability to produce high quality reports
• Rationale to prioritise work and meet tight deadlines whilst paying close attention to detail
• Energetic, motivated and pro-active team player
• IT Skills (Service-related ERP, Microsoft Office, including Excel and PowerPoint)
• Basic SAP (ERP and CRM)
• SAP Business Warehouse
• The ability to propose, negotiate and close aftersales business deals/contracts
• Successful P & L responsibility for given area

This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. This Job description is in addition to your normal Terms and Conditions of employment. It will be subject to regular review and amendment as necessary in consultation with the post holder.