Key Account Service Leader

Job Description

LOCATION: looking for candidates based in Ireland

OVERVIEW:
The Key Account Service Leader will provide leadership for the development and execution of our Life Sciences services strategy to one or more of our key Life Sciences accounts in the US, Canada, and the Rest of World (ROW). This objective will be achieved by leading a global co-ordination of our resources in exceeding their customer’s expectations and ensuring they are supported by our life cycle support strategy. This position requires a candidate with a strong technical background, project management experience, customer relationship development skills and has the character to influence without authority.

The Key Account Service Leader will execute all activities in alignment with the Life Sciences Systems and Global After-Sales and Service strategy and towards goals.

 
RESPONSIBILITIES:
•    To co-ordinate the various global after sales & service resources in successfully executing the strategic focus of deepening and sustaining our returns within the defined key account.
•    Develop the overall Life Cycle Support strategy with the customer for all their assets.
•    Lead pro-active aftermarket interventions to ensure continuous performance improvements.
•    Drive new after sales opportunities at designated account, including vetting all proposals and solutions.
•    Accountable for the execution of all aftermarket services via our regional services teams around the world.
•    Acting as an aftersales escalation point of contact for the account’s corporate leadership.
•    Become an expert on industrial automation systems, our customer’s application needs, our life
cycle support strategy and our standard service products.
•    Develop and maintain a dashboard of our customer’s asset base and their Overall Equipment Effectiveness (OEE) performance. Leverage that intelligence to support the customer’s goals through our ATS standard service products.
•    Schedule bi-weekly or monthly program reviews with the customer’s sites to review performance, open issues, and update on agreed upon actions.
•    Monitor and help co-ordinate global internal ATS support for the field teams when on-site.
•    Drives resolution to outstanding issues from Site Acceptance Testing (SAT) or program reviews
•    Work with the division and regional service teams to facilitate a successful onsite execution to achieve on-time, on- budget, and to OEE improvement goals.
•    Helps ensure the closure of outstanding after sales and service financial transactions.
•    Provides governance on the use of the CRM to manage their accounts opportunities, support resolutions, and record interactions.
•    Effectively articulate the value proposition of ATS Services to colleagues and customers.
•    Listen to and document customer feedback for distribution to the internal stakeholders.
•    Evaluate industry and market trends to help develop relevant after sales and service solutions.
•    Develop and maintain productive relationships with ATS stakeholders around the world. The Key Account Service Leader should become the go-to person for the services aspects of their account and spend significant time on the customer site.
•    Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
•    Other responsibilities as required by manager.

Additional Information

EDUCATION:
•    A post-secondary diploma, degree, or certificate of qualification specializing in a technical field.

EXPERIENCE:
•    Minimum 7 years of experience in project management and service relationship management in an automated manufacturing environment.

QUALIFICATIONS:
•    Self-driven, pro-active, resourceful, tenacious, and able to influence without authority.
•    Able to read technical blueprints and a BOM, understand the process for assembling a system and understands automated machine controls (languages, programming, HMI’s, and other Interfaces)
•    Fluent in English, written and oral.
•    Experienced in the use of a CRM and understands its importance.
•    Possesses excellent time management skills and is able to co-ordinate multiple projects
•    Proficient with Microsoft software tools such as Word, Excel etc.