Service Account Manager

4 weeks ago

Bristol, United Kingdom Oxford Instruments Full time

We have an exciting opportunity for a Service Account Manager to join our team in Severn Beach, Bristol. As a Service Account Manager, your mission will be to deliver an exceptional end-user experience, setting the industry standard for timely acceptance, and establishing strong customer relationships with a unified voice. You will achieve this by leveraging your exceptional communication skills and stakeholder management abilities.

To succeed in this role, you will need to cultivate strong working relationships with our Sales, Operations, Process, and Customer teams. By doing so, you will be able to continuously refine and improve our processes to ensure they are understood, appreciated, and followed. Your contributions will be critical in driving organizational learning and supporting our ability to scale up for our Production Customers. This is a permanent role, so if you are ready to take on this exciting challenge and help us achieve our goals, we want to hear from you

Key Accountabilities:

With the Project Delivery Manager, review the (QCF 772) so that we identify the first opportunity that a SAM is required. This will be based on tool and/or process complexity and whether the customer is a strategic account with a critical process. Agree your priority accounts with the Head of Global Service. Take the lead to focus on system continuity, ensuring System/Customer Ownership from point of order (and sometimes earlier), through Operations and to Acceptance. Project manage our customer's tools through Build. Work with the Operations Project Delivery Manager to utilise and continuously improve established project tools and processes. Prior to shipping work to ensure customer requirements and commissioning timetable objectives are met. Work with Commercial and Sales to agree the Customer and Internal Communications Plan, using a RACI model and identifying key customer and internal stakeholders. Map out key handover points and take, or assign, accountability. Work with the customer representative to understand and support requirements to facilitate commissioning. This may include organising site visits, location inspections, training and other support requirements to smooth the installation path. Where in the customers interest sell an ‘Engineer on site’ previsit. This may include measures such as the secondment of UK Build Team to customer sites. Project manage to sign off by Service and Process to achieve the sign-off specification to Customer Agreement. Follow and continuously improve our processes, for example the Delivery and ICA plan QCF 89a and 89b for site readiness and process readiness. Take accountability for post installation introduction and handover to Regional Service Teams. This includes updated CRM information, key contacts, documentation, the customers journey to date and recommendations. Facilitate Training, for example with the Global Sales and Service Teams on the Installation Process, who is responsible and the process. Share Feedback from Customer and Service Team to the Operations to support our CI loop. Evaluate each project and ‘Learn Wide’ – transferring learning back into Operations and Service from each project (what worked well and what must evolve). Share success and recognition across the business. This role is key to helping us scale up our service for our Production customers.

Education/Qualifications:

A business and/or technical qualification is advantageous. Project management experience and/or qualifications.

Professional Skills/Abilities:

Experience developing customer relationships in a global market. Semiconductor or similar high value capital equipment background is desirable. Understanding of manufacturing processes and how to drive delivery. Influential written and verbal communication skills. Ability to deliver to deadlines, influencing and inspiring colleagues to do the same. Ability to communicate and have discussions at a technical level.

Personal Qualities:

Excellent interpersonal skills to facilitate the flow of information with engineers, technicians, and manufacturing staff Thinks like our customer, with the ability to share their stories with our business Recognises good work across the business Detail conscious, methodical and thorough#

At Oxford Instruments Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.

Benefits

In addition to a competitive starting salary, structured career development opportunities, and a good work-life balance, Oxford Instruments offers 25 days annual leave, early finish on Fridays, private healthcare, a share incentive plan, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.

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