Job Description
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Service Key Account Manager
Job Location: 
Department:  Field service EU
Work Model:  Hybrid
Full-Time/Part-Time:  Full Time
Contract Type:  Permanent
Job Req ID:  1202

We are seeking a talented Service Key Account Manager to join our Service department in Germany. In this role, you will be responsible for managing customer service interactions by leading global key accounts and driving business improvement projects. 

 

In this role your main responsibilities will be: 

 

Strategic Account Management:​

  • Serve as the primary point of contact for all service-related interactions with global key accounts​

  • Provide customers with a consolidated view of service performance and oversee initiatives to enhance satisfaction and service quality.​

  • Monitor and drive improvements in account service revenues and costs, focusing on monetization of the installed base.​

  • Develop and maintain relationships with key customers at executive level​

 

Project Leadership:​

  • Lead global customer service projects, such as campaigns and retrofits, coordinating with local teams and ABB contributors.​

  • Oversee cross-functional initiatives to enhance service offerings and customer satisfaction.​

 

Customer Engagement:​

  • Conduct regular service meetings at executive level to align on strategy, performance, and improvement actions.​

  • Address escalations and negotiate customer requests, ensuring alignment with organizational priorities and capabilities.​

  • Engage with customers and internal teams globally, with up to 30% travel.

 

To make the above work, we are looking for you to bring:

 

Educational Background:​

  • Master’s degree preferred, ideally in business administration, engineering, or a related field.​

 

Experience:​

  • 4+ years in E-mobility, B2B high-tech industries, or a similar strategic service environment.​

  • Proven experience managing complex customer relationships at both executive and operational levels.​

 

Skills:​

  • Strong communication, interpersonal, and negotiation skills.​

  • Exceptional analytical and problem-solving abilities.​

  • Leadership and project management expertise to drive cross-functional initiatives.​

  • Strategic mindset and financial acumen to manage revenue growth and cost optimization.​

  • Fluency in English and German.
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Information at a Glance

Charger Operations & COC

Our Collaborative Operations Center (COC) comprises three specialized teams dedicated to ensuring the seamless operation of all ABB E-mobility chargers. The Customer Support team handles customer contact and case management, including work order creation for our field team. Meanwhile, the Charger Operations team manages all remote activities such as software updates, charger configurations, troubleshooting, and field team support. Additionally, our Technical Support team addresses individual technical issues in the field.