Service Key Account Manager Service Key Account Manager

Körber Group-posted 2 days ago
Full-time • Mid Level
Hybrid • Pine Grove Township, PA
5,001-10,000 employees
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Pioneer your career! Körber is the home for passionate people who innovate, collaborate and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. Together, we aim for being the first to do the right thing at the right time. Join the home for entrepreneurs! The Service Key Account Manager builds and grows customer relationships to drive service revenue across contracts, maintenance programs, spares, and modernization projects in parcel and warehouse automation. The role serves as the primary point of contact and escalation for key accounts and manages pipeline, forecasting, and proposal development. The Service KAM drives cross-functional collaboration with Customer Service, Sales and Project and Product Management to ensure contract performance and shape solutions and proposals. The role delivers lifecycle value by partnering with teams to grow the spares business, enable smooth post-go-live transition, and channeling customer feedback to support product development.

  • Build and maintain relationships with clients for service and hotline contracts; operational and maintenance programs; modernization projects (replacement, retrofit, refurbishment); training; on-site service activities; and spare parts sales.
  • Partner with leaders to grow the spares business and deliver lifecycle value through parts, upgrades, and service offerings.
  • Serve as the primary point of contact and escalation for all service-related client matters.
  • Develop a deep understanding of key account needs and serve as a trusted advisor on operations and service solutions.
  • Manage existing accounts and develop new business through prospecting, qualification, proposals, and closing activities.
  • Lead strategies for profitable penetration into new or existing market segments within policy guidelines.
  • Coordinate and collaborate with Parcel and Automation business units and functions to plan and execute modernization go-to-market strategies.
  • Analyze client and market data to inform customer relationship management, pipeline health, and forecasting.
  • Monitor competition by gathering current information on pricing, products, delivery schedules, and selling approaches.
  • Partner with the Director of Customer Service to shape solutions, proposals, and commercial terms.
  • Prepare and maintain accurate CRM records, including opportunities, activities, quotes, and status updates.
  • Lead the creation of service and modernization proposals in collaboration with the Bid Team and internal stakeholders.
  • Work in close partnership with the Customer Service Manager to ensure customer success; coordinate on contract performance, incident resolution, resource planning, and escalation management, aligning commercial objectives with operational delivery.
  • Coordinate with cross-functional teams to ensure a smooth post-go-live transition and provide structured customer feedback to Product and Engineering to inform product development.
  • Collaborate with Engineering to perform on-site assessments of customer installations. Analyze system condition, obsolescence risks, and performance gaps to identify retrofit, upgrade, and modernization potential, and translate findings into actionable proposals and business cases.
  • Drive Predictive Maintenance and Service 4.0 initiatives to adopt digital service solutions, including predictive maintenance, remote monitoring, and IoT-based analytics.
  • Collaborate with departments to implement data-driven maintenance strategies that reduce downtime, optimize asset performance, and deliver measurable customer value.
  • Follow all standard operating procedures and safety requirements when on customer sites, including required PPE use and incident or near-miss reporting.
  • Perform other duties as assigned.
  • Bachelor’s degree in an engineering-related field preferred, or an equivalent combination of education and experience.
  • Minimum of 3 years’ successful technical sales experience.
  • Minimum of 5 years’ experience in parcel logistics, warehouse, or industrial automation preferred.
  • Demonstrated success managing conceptual and solution-based selling cycles.
  • Proven ability to identify opportunities, negotiate terms, and close profitable deals while minimizing risk.
  • Strong communication, organization, and presentation skills with the ability to engage at all levels, including executive audiences.
  • Excellent cross-functional communication skills with the ability to clearly convey complex technical and strategic information to both technical and non-technical audiences.
  • Commitment to outstanding customer service and the ability to build trusted client relationships.
  • Experience tracking and managing sales activity in a CRM, preferably Salesforce or a similar system.
  • Ability to collaborate effectively across service, engineering, project management, and operations teams.
  • Solid technical understanding of automated material handling systems (e.g., conveyors, sorters, AMRs, and WMS/WCS interfaces) in parcel and warehouse automation environments.
  • Ability to interpret engineering documentation, perform basic system assessments, and discuss technical solutions with customers and internal teams.
  • Ability to work effectively under pressure, manage escalations, and lead resolution during critical incidents.
  • Comfortable navigating change, ambiguity, and shifting priorities in a dynamic business and technology landscape.
  • Strong financial acumen to evaluate business cases, assess ROI for modernization projects, and manage service contract profitability.
  • Ability to identify process gaps and drive continuous improvement initiatives to enhance service delivery, efficiency, and customer experience.
  • Understanding of project execution and project management principles.
  • Demonstrated ability to lead and grow technical teams, with strong coaching, delegation, and organizational leadership skills.
  • Work occurs in office settings and customer industrial environments; ability to navigate warehouse areas and wear required PPE
  • Willingness to travel 70%+ as business needs require.
  • You will enjoy a flexible work environment that supports your work-life balance; we offer paid time off for parental leave and 22+ days off for personal time and holidays
  • You will have access to medical, dental, and vision insurance plans with FSA or HSA options, and a 401(k) plan with a company match up to six percent
  • You are provided with several company-paid benefits, including vision insurance, short and long-term disability and basic life insurance plans, and educational and employee assistance programs
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