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Key Account Service Leader

2 months ago

Cambridge, Ontario, Canada ATS Automation Full time
Job Summary

The Key Account Service Leader will provide strategic leadership for the development and execution of our Life Sciences services strategy to one or more of our key Life Sciences accounts in the US, Canada, and the Rest of World (ROW).

Key Responsibilities
  • Coordinate global after-sales and service resources to successfully execute the strategic focus of deepening and sustaining our returns within the defined key account.
  • Develop the overall Life Cycle Support strategy with the customer for all their assets.
  • Lead proactive aftermarket interventions to ensure continuous performance improvements.
  • Drive new after-sales opportunities at designated accounts, including vetting all proposals and solutions.
  • Accountable for the execution of all aftermarket services via our regional services teams around the world.
  • Act as an after-sales escalation point of contact for the account's corporate leadership.
  • Become an expert on industrial automation systems, our customer's application needs, our life cycle support strategy, and our standard service products.
  • Develop and maintain a dashboard of our customer's asset base and their Overall Equipment Effectiveness (OEE) performance. Leverage that intelligence to support the customer's goals through our ATS standard service products.
  • Schedule bi-weekly or monthly program reviews with the customer's sites to review performance, open issues, and update on agreed-upon actions.
  • Monitor and help coordinate global internal ATS support for the field teams when on-site.
  • Drive resolution to outstanding issues from Site Acceptance Testing (SAT) or program reviews.
  • Work with the division and regional service teams to facilitate a successful onsite execution to achieve on-time, on-budget, and to OEE improvement goals.
  • Help ensure the closure of outstanding after-sales and service financial transactions.
  • Provide governance on the use of the CRM to manage their accounts opportunities, support resolutions, and record interactions.
  • Effectively articulate the value proposition of ATS Services to colleagues and customers.
  • Listen to and document customer feedback for distribution to internal stakeholders.
  • Evaluate industry and market trends to help develop relevant after-sales and service solutions.
  • Develop and maintain productive relationships with ATS stakeholders around the world. The Key Account Service Leader should become the go-to person for the services aspects of their account and spend significant time on the customer site.
  • Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
Requirements
  • A post-secondary diploma, degree, or certificate of qualification specializing in a technical field.
  • Minimum 7 years of experience in project management and service relationship management in an automated manufacturing environment.
  • Self-driven, proactive, resourceful, tenacious, and able to influence without authority.
  • Able to read technical blueprints and a BOM, understand the process for assembling a system, and understands automated machine controls (languages, programming, HMI's, and other interfaces).
  • Fluent in English, written and oral.
  • Experienced in the use of a CRM and understands its importance.
  • Possesses excellent time management skills and is able to coordinate multiple projects.
  • Proficient with Microsoft software tools such as Word, Excel, etc.