Service Account Manager

Hai Robotics; Hoofddorp; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

8% holiday allowance

Attractive quarterly bonus

24 days of holiday entitlement

€0.23 per km commuting allowance

Work laptop and phone

Job summary

Hai Robotics is looking for a Service Account Manager in Hoofddorp, Netherlands. As a key link between HAI and its customers, you will drive customer success through effective reporting, project execution, and coordination of service challenges.

The role requires a technical understanding of warehouse automation, strong leadership, and excellent communication skills, including proficiency in Chinese. The position offers growth opportunities and attractive benefits such as a quarterly bonus and holiday allowance.

Qualifications

• At least 2-3 years of experience in robotics automation industry.
• Able to identify and partially resolve technical issues independently.
• Proven leadership capabilities in coordinating teams under pressure.

Responsibilities

• Prepare and deliver customer performance reports.
• Execute service order projects and manage resource allocation.
• Coordinate cross-functional teams for service recovery.
• Oversee external support engineers and their performance.

Skills

Technical understanding of warehouse automation systems

Presentation skills

Customer communication

Leadership and coordination skills

Stress management

Chinese language proficiency

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

Highlights

• 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

Hai Robotics helps businesses unlock smarter, more flexible warehouse operations. Founded in 2016, the company is redefining warehouse automation through adaptable automated storage and retrieval solutions designed to evolve alongside operational needs. After pioneering Automated Case-handling Mobile Robot (ACR) technology, Hai Robotics introduced a modular approach that helps businesses scale faster, optimize space, and respond more effectively to changing demand.

By combining robotics, software, and intelligent system design, Hai Robotics enables organizations to create more agile and resilient operations without the complexity traditionally associated with warehouse automation.

Today, the company supports customers across more than 40 countries in industries including retail, e-commerce, healthcare, manufacturing, 3PL, and apparel. With a global network of offices and partners, Hai Robotics works side-by-side with customers to solve operational challenges and build systems designed for long-term performance.