Service Account Manager

Services 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. Your responsibilities include:

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.

If you are a detail-oriented, technically proficient professional passionate about delivering exceptional customer service in the Power Conversion sector across India/APAC, we encourage you to apply for this opportunity.

Qualifications/Requirements:

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.

Desired Characteristics:

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