Service Account Manager

As a Services Account Manager, you will manage assigned customer service requests and issues from initial quotation through to delivery and issue resolution. Your role ensures a seamless, high-quality customer experience across the full service lifecycle for the requests and accounts assigned to you.

• Managing assigned customer service requests end-to-end - from initial inquiry and quotation through order fulfillment, delivery, and issue closure.
• Preparing and issuing accurate, timely quotations in response to assigned service requests, ensuring alignment with technical and commercial requirements.
• Managing the Inquiry to Order (ITO) process for assigned requests, including coordinating commercial and contractual details with internal stakeholders (engineering, operations, logistics, finance).
• Tracking assigned service requests and orders to ensure timely delivery, proactively communicating status updates to customers and internal stakeholders.
• Coordinating with internal teams (engineering, field service, supply chain) to resolve assigned customer issues, escalations, and technical queries efficiently.
• Ensuring service excellence by monitoring resolution times, quality, and customer satisfaction for assigned requests.
• Communicating clearly with customers throughout the lifecycle of assigned requests, setting expectations and managing follow-ups.
• Identifying recurring issues or service gaps within assigned accounts and escalating/collaborating with relevant teams (Marketing, Product Line, Engineering) to drive improvement.
• Applying Six Sigma analytical tools, including Root Cause Analysis (RCA), to support resolution of reliability issues and drive continuous improvement in service delivery.
• Maintaining accurate records of service requests, interactions, and resolutions within CRM/ERP systems.
• Supporting strong working relationships with customers on assigned requests to promote satisfaction and repeat engagement.
• Regularly reporting to the APAC Services Operations Manager on assigned request status, open issues, and service delivery performance.
• Staying informed on customer needs, product/service requirements, and regional market conditions relevant to assigned accounts.
• Collaborating with the Services Product Line team to relay customer feedback and support development of new/improved service offerings.

• Bachelor's Degree from an accredited college/university in Electrical Engineering or allied Engineering discipline. (Master's degree a plus.)
• 5-10 years of relevant experience in customer service, account management, technical support, or service operations.
• Offshore industry experience and process knowledge in one or more of: Metal, Marine, Oil & Gas, Test Bench, Material Handling, or Power Plant sectors.
• Knowledge of Power Electronics, High Voltage Equipment, and PLC systems.
• Experience with quotation preparation and ITO (Inquiry to Order) processes.
• Willingness to travel across India/APAC region as required.

• Prior experience with MV/LV drives, industrial automation systems, and large motors and generators.
• Proficient in both oral and written communication in English (additional regional languages a plus).
• Strong organizational and follow-through skills, with the ability to manage multiple concurrent service requests.
• Customer-centric mindset with a focus on responsiveness and issue resolution.
• Ability to work cross-functionally with engineering, field service, and supply chain teams.
• Proactive problem-solver, comfortable working in high-pressure, matrix-based environments.
• Experience with CRM/ERP systems for tracking service requests and orders.
• Demonstrated technical proficiency coupled with strong customer service orientation