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Service Account Manager

Hai Robotics

Role overview

Qualifications

  • At least 2-3 years of experience in robotics automations industry
  • Strong technical understanding of warehouse automation systems
  • Excellent presentation skills and customer communication abilities
  • Proven leadership and coordination skills

Responsibilities

  • Prepare and deliver monthly/quarterly customer performance reports and presentations
  • Execute service order projects and manage payment collections
  • Lead or participate in taskforce projects for major service challenges
  • Manage hiring and daily operations of external resident support engineers

About the company

Hai Robotics logo

Hai Robotics

Industrial Automation

Established in 2016, Hai Robotics is committed to gathering global talents to push forward the progress of human civilization using robotics technology. Its goal is to empower every warehouse and factory with logistics robots. The HaiPick solution is the world's first Automated Case-handling Mobile Robot (ACR) system. Unlike other existing autonomous mobile robot solutions, it intelligently identifies desired totes and cartons, rather than the entire rack, and autonomously brings them to the workstation. With our HaiPick systems, companies can deploy warehouse automation solutions in their storage facilities within 1 to 2 months upon equipment arrival in most regions and cases. HaiPick has increased warehouse operation efficiency by three to four times and storage density by 80% to 400% for clients including DHL Supply Chain, BEST Supply Chain, Philips, and many others. The robotic warehouse solutions have been implemented in various industries, including fashion, 3PL, retail, electronics, healthcare, and e-commerce.

Company details

Company typeLarge
IndustryIndustrial Automation
Company size1001 - 5000

Links

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Job description

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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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