Service Account Manager

Prepare and deliver monthly/quaterly customer performance reports and presentations to key accounts. Engage directly with key customers to review system performance, identify improvement opportunities, and enhance after-sales satisfaction and customer retention.

Execute the service order projects, take over the service orders from the Service Sales Manager, such as customer orders for spare parts, preventive maintenance, on-site repair, resident support, PCR and so on. Manage the order as a project, excute the material preparation, shipment, implementation and acceptance. Work closely with finance colleague to ensure the invoice and payment collection on time. 

Lead or participate in taskforce projects for major service challenges. Build and coordinate cross-functional teams (EMEA Service, HQ R&D, customer operation teams, and service partners) to ensure rapid recovery of system performance and customer operations.

Hiring, interviewing and choosing the external resident support engineer for the service project. Coordinate internally with the training team for their training and qualification. Manage their daily work(such as review the daily report) to ensure the customer success. 

Provide partial support to the hotline or remote support team when necessary, ensuring continuity and quality of customer service.