Strategic Accounts Service Manager

Baltimore, MD
Jul 14, 2021
Aug 13, 2021
Full Time
Intralox, L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Strategic Accounts Service Manager on our Logistics & Material Handling (LMH) team in the Baltimore, MD office. The qualified candidate has strong customer service business acumen especially related to improving customer experience post automation implementation. This role is responsible to further develop our commercial service strategy and develop talent within the commercial service team.

After onboarding, remote work is acceptable. The LMH Business Unit is a leader in the Parcel, Postal, Distribution, and E-commerce markets specializing in unique turnkey material handling solutions and material handling products. Intralox works closely with our customers determining their needs and then designing, engineering, manufacturing, installing, commissioning, training, and supporting conveyance and sortation solutions.

Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative products and services that improve lives and optimize business worldwide each day. Intralox's conveyan ce solutions enhance food safety, power e-commerce, and solve challenges for industries from automotive to industrial manufacturing to consumer goods.

Together, our 3,000+ global employees are reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers' growth worldwide for more than 45 years. We consistently and sustainably work together to create long-term value by continuously improving products, services, and processes for our customers. Our award-winning customer service team provides comprehensive support and access to technical experts to deliver fast, reliable solutions.

Intralox was founded upon the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We aim as a company to practice these principles every day, which is why we have been consistently recognized for innovation and workplace excellence.

We listen objectively, think creatively, and deliver results. To learn more about our company culture, philosophy, and benefits, please visit our company page.

  • Creates Life Cycle Services (LCS) commercial Strategies aligned with customer value
  • Develops Commercial Service Objectives and Key Results
  • Develops sustaining relationships with relevant key account leadership; seeks ongoing voice of customer input
  • Uses and builds data on our installed base to drive strategy and proactive service value
  • Applies a root cause and continuous improvement mindset for customer loss of throughput and downtime events
  • Identifies and supports our customers most critical operational metrics and measures of value. Drives value added services and interactions to improve these metrics.
  • Creates Service Level Agreements and contracts with our key customers
  • Develops Service Marketing Strategies and Priorities for our marketing team
  • Works closely with key account team leaders to develop account service packages
  • Support LCS Product Management to develop and prioritize high value service products and value propositions
  • Partners with Account Teams, Engineering, Business Development, Product Management, Marketing, Development, Project Management, and other Global teams to continuously improve customer experience and ongoing value-based strategy.
  • Improves commercial strategies and execution requirements for spare parts business managers.
  • Develop a robust service forecast model for revenue and capacity management using existing CRM
  • Manages and communicates the services sales targets and forecast
  • Develops and manages service selling incentive plans
  • Education: Four-year degree (engineering or business) or equivalent work experience
  • 5+ years in Automation Sales, Service Sales and/or Sales Leadership
  • Experience with logistics automation preferred
  • Strong commercial and analytical skills; Objective critical thinking capabilities.
  • Experience working cross functionally, across departments and time zones
  • Ability to evaluate and effectively pursue strategic sales opportunities
  • Strong team player, self-managed and proactive
  • Credible; able to develop strong customer relationships
  • Well-developed communication skills.
  • Curious, a learner
  • Affinity for technical products and services
  • Willingness to travel 20-30%

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