Service Account Manager

Brief Overview Hai Robotics is at the forefront of warehouse automation, driving operational efficiency and scalability with our unique Autonomous Case-handling Mobile Robot (ACR) system. As our Service Account Manager, you will act as the key bridge between HAI and our strategic customers, driving customer success, satisfaction, and long-term trust in HAI’s solutions. Key Responsibilities Key Account Reporting & Performance Management Prepare and deliver monthly/quaterly customer performance reports and presentations to key accounts. Engage directly with key customers to review system performance, identify improvement opportunities, and enhance after-sales satisfaction and customer retention. Service order project execution and payment collection Execute the service order projects, take over the service orders from the Service Sales Manager, such as customer orders for spare parts, preventive maintenance, on-site repair, resident support, PCR and so on. Manage the order as a project, excute the material preparation, shipment, implementation and acceptance. Work closely with finance colleague to ensure the invoice and payment collection on time. Service Taskforce Management Lead or participate in taskforce projects for major service challenges. Build and coordinate cross-functional teams (EMEA Service, HQ R&D, customer operation teams, and service partners) to ensure rapid recovery of system performance and customer operations. Resident Support Engineer(external) Management Hiring, interviewing and choosing the external resident support engineer for the service project. Coordinate internally with the training team for their training and qualification. Manage their daily work(such as review the daily report) to ensure the customer success. Technical Hotline Support (as needed) Provide partial support to the hotline or remote support team when necessary, ensuring continuity and quality of customer service. Who are we looking for? At least 2-3 year of experience in robotics automations industry Strong technical understanding of warehouse automation systems, able to identify and partially resolve technical issues independently. Excellent presentation skills (e.g., PPT reporting) , customer communication, and stress management abilities. Proven leadership and coordination skills , capable of aligning internal teams (EMEA / HQ R&D) and external partners to deliver challenging service recovery tasks, thus Chinese is MANDATORY Hai-lights • A chance to work with an industry-leading technology that is transforming warehouse automation, • Professional growth and development opportunities. • 8% holiday allowance. • Attractive quarterly bonus. • 24 days of holiday entitlement. • €0.23 per km commuting allowance. • Work laptop and phone. About us Founded in 2016, Hai Robotics is a leading global provider of Automated Storage and Retrieval Systems (ASRS), delivering unparalleled system flexibility and maximizing operational efficiency for facilities of all sizes and conditions. With 1,500+ projects implemented across 40+ countries, supported by 8 global offices and 60+ partners worldwide, Hai Robotics is a reliable resource for providing local support. Visit HaiRobotics.com for more information.