Senior Service Account Manager

About the role

The team is seeking a Senior Service Account Manager at our Bloomfield, CT location. The role involves maintaining direct contact with customers before and/or after the sale, working closely with Global product support teams, and supporting sales and service teams.

Responsibilities

• Coordinate all activities related to key external customer service operations and expectations throughout the life of the product.
• Respond to customer requests, coordinate customer communications, and coordinate manufacturing change notifications that require customer approvals.
• Serve as a liaison between the customer and the Global Service Team, Sales, and Product Line Management to quickly resolve customer issues.
• Hold weekly or biweekly Teams meetings with appropriate support personnel and customers.
• Provide quarterly and annual analysis of product service events, locations, root cause (provided by Engineering), on-time delivery, revenue, and gross margin analysis.
• Maintain price lists using a variety of existing software tools such as Oracle and Salesforce.
• Coordinate plans for global support of Coherent and customer personnel as the end customer base expands globally.
• Monitor training, service product stock, field method development, and support service events by coordinating with internal key support teams (planning, production, Product Engineering, Global Service, Service Manufacturing).
• Represent the voice of the customer regarding laser use, installation, and maintenance on the product and provide lessons learned back to the appropriate Product Line and New Product Development teams.
• Develop pricing sheets and help track service events both warranty and paid.
• Help analyze financial performance of various products.

Requirements

• Bachelor's degree preferred.
• 7+ years of experience working in Service or program/account management positions and in a manufacturing environment.
• Experience working in or with a Global Service Organization.
• Supervisory experience a plus.

Skills

• Experience in account management and track record of successful account growth and building strong relationships.
• Excellent interpersonal skills, including excellent verbal and written communication skills.
• Ability to lead and excel in cross-organizational, cross-cultural, multi-location environments.
• Ability to motivate and guide teams without having a direct reporting structure.
• Ability to synthesize data into clear actionable insights.
• Excellent time management skills, ability to self-direct work, ability to receive inputs from multiple stakeholders, and prioritize to create a prudent path forward.
• Self-motivated to achieve excellent results towards stated goals.
• Mind-set that is constantly looking for ways to improve products and processes through ongoing improvements.
• Proven leader in a team environment.
• Ability to complete several complex tasks in a timely manner.
• Experience with CRM software, Word, Excel, Outlook, PowerPoint, and Oracle.
• Expected travel is 15%.

Education

A Bachelor's degree is preferred.

Physical Requirements

All employees are required to follow the site EHS procedures and Coherent Corp. EHS standards. Physical requirements include an office environment but also require interaction with operations and production in a manufacturing environment, and on-site is required.

Working Conditions

Office environment but must interact with operations and production in a manufacturing environment. On-site required.

Culture Commitment

Ensure adherence to company’s values (ICARE): Integrity – Create an Environment of Trust Collaboration – Innovate Through the Sharing of Ideas Accountability – Own the Process and the Outcome Respect – Recognize the Value in Everyone Enthusiasm – Find a Sense of Purpose in Work

About Us

Coherent is a global leader in lasers, engineered materials, and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity, and growth. Come join us!