Service Account Manager
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AI Summary
Act as the primary point of contact for strategic accounts to manage end-to-end service delivery and post-sale projects. Drive customer satisfaction and system performance while identifying growth opportunities for the sales team.
Brief Overview
Hai Robotics is at the forefront of warehouse automation, driving operational efficiency and scalability with our unique Autonomous Case-handling Mobile Robot (ACR) system. As our Service Account Manager, you will act as the key bridge between HAI and our strategic customers, driving customer success, satisfaction, and long-term trust in HAI’s solutions.
Key Responsibilities
- Own the customer relationship — serve as the primary point of contact for your assigned key accounts, managing end-to-end delivery across multiple service tickets and ongoing service events
- Execute post-sale service projects with accountability — take full ownership of service orders from the Service Sales Manager: spare parts, preventive maintenance, on-site repair, resident support, PCR, and more; manage each project — from material preparation and shipment through implementation to final acceptance
- Drive customer success and satisfaction — monitor system performance, identify improvement opportunities, and proactively address customer concerns before they escalate; ensure long-term retention and trust
- Identify and capture opportunities in the field — observe customer operations during site visits and relay valid upsell, cross-sell, and expansion signals to the sales team when they arise (you fix, maintain, and grow — not a sales role, but commercially aware)
- Lead and coordinate — build and align cross-functional teams (EMEA Service, HQ R&D, customer operations, service partners) to deliver challenging service recovery tasks
- Manage external resident engineers — coordinate training, and oversee daily performance to ensure consistent service quality at customer sites
- Ensure payment collection — work closely with finance to ensure invoices are issued and payments are collected on time
- Support when needed — provide partial coverage for the technical hotline or remote support team during peak periods
Who are we looking for?
- Problem-solving mindset — you drive issues to resolution, not just report them; you trace root causes and close the loop
- Accountable — you take personal ownership of your accounts and treat customer success and payment collection as your own responsibility
- Commercially aware — you understand the business value of uptime and customer trust; you know when to flag an opportunity to the sales team (you deliver first, then flag — not a sales target role)
- Strong technical understanding of warehouse automation systems, able to identify issues and resolve them independently or through proper escalation
- Strong presentation and reporting skills — comfortable preparing and delivering monthly/quarterly performance reports and business reviews to key accounts
- Proven leadership and coordination skills — capable of aligning internal and external stakeholders to deliver complex service recovery tasks
- Excellent communication skills — fluent in Chinese and English (both oral and written); Chinese is mandatory given the post-sales project management nature of this role
- Ability to manage stress and multiple ongoing service events simultaneously
- At least 2–3 years of experience in aftersales project management， knowledge of robotics or warehouse automation industry is desired.
Hai-lights
• A chance to work with an industry-leading technology that is transforming warehouse automation,
• Professional growth and development opportunities.
• 8% holiday allowance.
• Attractive quarterly bonus.
• 24 days of holiday entitlement.
• €0.23 per km commuting allowance.
• Work laptop and phone.
About us
Founded in 2016, Hai Robotics is a leading global provider of Automated Storage and Retrieval Systems (ASRS), delivering unparalleled system flexibility and maximizing operational efficiency for facilities of all sizes and conditions. With 1,500+ projects implemented across 40+ countries, supported by 8 global offices and 60+ partners worldwide, Hai Robotics is a reliable resource for providing local support.
Visit HaiRobotics.com for more information.
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