Key Account Service Manager

Key Account Service Manager

As a Key Account Service Manager you will build relationships 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. You will act as the primary escalation point for any service‑related issues that may arise and coordinate our response across the regions.

Working closely with colleagues in Sales and across the wider business to increase market share, maintain profitable growth and understand customers’ needs for material handling products and solutions.

• Ensuring that all relevant SHEQ procedures are followed (Safety, Health, Environment, Quality).
• Implement, develop and manage 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.
• Use and present KPIs as per the contract to demonstrate contract performance.
• Resolve any customer queries in 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 after‑sales products and services.
• Use KPI data and engineer/operator feedback to identify, communicate and propose corrective actions to assist the reduction of out of contract spend and/or improve efficiency.
• Update the CRM system with all customer contacts, relevant information and all site visits.

• Well‑developed analytical and problem‑solving skills with the ability to produce high quality reports.
• Ability to prioritise work and meet tight deadlines while 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.
• Ability to propose, negotiate and close after‑sales business deals/contracts.
• Successful P&L responsibility for a 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.

Entry level

Full‑time

Business Development and Sales

Machinery Manufacturing