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Exotec is a leading robotics and automation company transforming order fulfillment and warehouse operations for major retail and e-commerce brands globally. The company combines cutting-edge software with high-performance robotic hardware to increase workplace safety and efficiency while addressing labor constraints.
As a Service Account Manager, you will serve as the primary client advocate, responsible for understanding and supporting clients' operational objectives through Exotec's robotic solutions. Your core responsibilities include:
• Monitor and actively improve client satisfaction with Exotec's solutions, both at corporate and client site levels
• Serve as the subject matter expert on clients' lifetime service agreements, ensuring Exotec meets all agreed terms and conditions
• Establish and manage third-party service contracts for non-core products supplied to clients
• Report internally on maintenance contract profitability and financial performance
• Lead the handover process from Exotec's Deployment team to the Maintenance team, ensuring clients understand daily, weekly, and monthly support structures
• Participate in continuous improvement initiatives for system reliability, maintenance processes, best practices, and protocols
You will travel up to 25% to client sites across North America to maintain strong relationships and ensure operational excellence.
REQUIREMENTS:
• Bachelor's degree or equivalent
• 5+ years of maintenance experience with exposure to maintenance contract execution and management
• Experience in industrial automation, materials handling, warehousing, and/or logistics sectors (highly beneficial)
• Broad knowledge of software, mechanical, and electrical engineering concepts
• Excellent interpersonal skills and ability to build rapport with clients, contractors, and suppliers across cultures
• Strong customer service orientation
• Demonstrated ability to collaborate and drive independent work
• Strong analytical and reporting skills with attention to detail and financial acumen
• Project management skills
• Ability to prepare or oversee technical documentation
• Willingness to travel up to 25% to North American client sites
