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Global Account Service Manager

Service
Brno, Europe
I am interested

The Global Accounts Service Manager oversees service delivery to Key Accounts in various markets, particularly in the Semiconductor industry. This role ensures that local Field Service organizations provide direct support following standardized procedures tailored to customer needs. Acting as a liaison between clients and TESCAN HQ, the manager fosters strong relationships that support recurring sales opportunities within the Sales organization. Responsibilities include establishing procedures and tools for supporting Global Accounts, managing commercial service agreements, and overseeing overall service performance for assigned customers, collaborating closely with Global Account Management.

This position is ideal for a person who has a proven track record to work in a fast paced and demanding environment, is used to working with wide scope and being able to set priorities.

If you are an experienced professional with a strong track record in service management and customer relations, we invite you to apply for the Global Accounts Service Manager position at TESCAN.

In this position, you will

  • Collaborate with Field Service Organizations to ensure local teams are equipped to meet customer entitlements, with emphasis on aspects such as staffing, training, and setup.
  • Standardize and implement processes and reporting procedures to enhance service efficiency and provide transparency to customers. This includes features such as visibility into service call status and escalation processes.
  • Actively drive/ grow the Service Contract business and revenues with these global and key accounts.
  • Drive customer appreciation/ loyalty through customer intimacy programs, such as regular (system performance) meetings and on-site visits, in conjunction with Global Account management (sales). Aimed at repeat sales in Service contract and system sales.
  • Achieve and surpass target service levels (customer entitlements), as measured by metrics like uptime, system availability, mean time to repair (MTTR), and mean time between failures (MTBF).
  • Work closely with the Technical Support Group (TSG) and Service Logistics to ensure timely management of escalations.
  • Partner with the Service IT department to integrate these procedures into the service call management software.
  • Ensure positive customer experiences with every new installation by collaborating with the Installation Coordinator to develop and execute tailored installation plans.
  • Collaborate with Service Sales & Marketing team to develop commercial programs aimed at fostering customer loyalty and generating repeat sales.

Profile of an ideal candidate

  • Bachelor (BSc-) or master’s degree (MSc-) level education in a relevant field
  • 3+ years of experience in either customer service or technical sales position, ideally in scientific/measurement instrumentation industry
  • Experience in a semiconductor industry operational role is considered an advantage
  • Analytical / systematic, practical approach, pragmatic personality
  • Flexibility to work in/with different cultures; be able to get things done without hierarchal reporting lines
  • Good communication and negotiation skills (interpersonal, reporting)
  • Can handle stress but seeks structural solutions to avoid this for the future
  • Flexibility to travel (about 25% of the working time)
  • English language skills (verbal and in writing at least C1) + fluency in at least one other European language, Czech language is a plus
  • Is self-propelling

We offer

  • Engaging, creative and meaningful work
  • A modern working environment in a prestigious company producing high-end products based on cutting edge technology
  • A position in a global and expanding high-tech company with long-term employment prospects
  • Competitive benefit package
  • Initial appointment for one year with possible extension upon mutual satisfaction
  • Location preferably in Brno, the Czech Republic (or any of TESCAN’s subsidiaries upon agreement). Wherever sited, spending time in Brno will be critical to the success of this role.
  • Support with your relocation
  • Start day upon agreement
  • Brno provides a high quality of life with lots of cultures and very family-friendly https://brnoregion.com/work

Are you interested?

Feel free to send us your (i) professional resume and (ii) cover letter describing reasons of your interest and expectations.

A review of applications will run continuously as they are received and until the position is filled. The short-listed applicants complying with the requirements will be invited for personal or Teams interviews.

We are looking forward to your application!

TESCAN is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees.

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