Senior Service Account Manager

Coherent•Bloomfield, CT

1d•Onsite

About The Position

Our team is seeking a Senior Service Account Manager at our Bloomfield, CT location responsible maintaining direct contact with customers before and/or after the sale and working closely with Global product support teams. Supports sales and Service team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s). Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. Primary Duties & Responsibilities Service Account manager coordinates all activities related to key external customer service operations and expectations throughout the life of the product. Responds to customer requests, coordinates customer communications, and coordinates manufacturing change notifications that require customer approvals. Support customer service issues. Coordinate with Global Service Team, Sales and Product Line Management to quickly solve costumer issues utilizing Global Service teams and internal Bloomfield Resources. May hold weekly or biweekly Teams meeting with appropriate support personnel and customer. Provide quarterly and annual analysis of product service events, locations, root cause (Provided by Engineering), On time delivery, revenue and gross margin analysis, maintain price lists utilizing a variety of existing software tools such as Oracle and Salesforce. Customer Visits may be required to review business status (Quarterly Business Reviews). Coordinate plans for global support of Coherent and customer personnel as the end customer base expands globally. Monitor training, service product stock, field method development and support service events by coordinating with internal key support teams (planning, production, Product Engineering, Global Service, Service Manufacturing). Represent the voice of the customer regarding laser use, installation and maintenance on the product and provide lessons learned back to the appropriate Product Line and New Product Development teams. Develop pricing sheets and help track service events both warranty and paid. Help analyze financial performance of various products.

Requirements

B. S. degree preferred.
7+ years of experience working in Service or program/account management position and in a manufacturing environment.
Experience working in or with a Global Service Organization
Experience in account management and track record of successful account growth and building strong relationships
Excellent interpersonal skills as well as excellent verbal and written communication skills.
Ability to lead and excel in cross-organizational, cross-cultural, multi-location environment.
Ability to motivate and guide teams without having a direct reporting structure.
Ability to synthesize data into clear actionable insights.
Excellent time management skills.
Ability to self-direct work.
Ability to receive inputs from multiple stakeholders, prioritize, and independently create a prudent path forward.
Self-motivated to achieve excellent results towards stated goals.
Mind-set that is constantly looking for ways to improve products and processes through on-going improvements.
Proven leader in a team environment.
Ability to complete several complex tasks in a timely manner.
Experience with CRM software, Word, Excel, Outlook, PowerPoint and Oracle.

Nice To Haves

Supervisory experience a plus

Responsibilities

Coordinates all activities related to key external customer service operations and expectations throughout the life of the product.
Responds to customer requests, coordinates customer communications, and coordinates manufacturing change notifications that require customer approvals.
Supports customer service issues.
Coordinates with Global Service Team, Sales and Product Line Management to quickly solve customer issues utilizing Global Service teams and internal Bloomfield Resources.
May hold weekly or biweekly Teams meeting with appropriate support personnel and customer.
Provides quarterly and annual analysis of product service events, locations, root cause (Provided by Engineering), On time delivery, revenue and gross margin analysis.
Maintains price lists utilizing a variety of existing software tools such as Oracle and Salesforce.
Customer Visits may be required to review business status (Quarterly Business Reviews).
Coordinates plans for global support of Coherent and customer personnel as the end customer base expands globally.
Monitors training, service product stock, field method development and supports service events by coordinating with internal key support teams (planning, production, Product Engineering, Global Service, Service Manufacturing).
Represents the voice of the customer regarding laser use, installation and maintenance on the product and provides lessons learned back to the appropriate Product Line and New Product Development teams.
Develops pricing sheets and helps track service events both warranty and paid.
Helps analyze financial performance of various products.