Service Account Manager

Hai Robotics; Netherlands; 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

Commuting allowance of €0.23 per km

Work laptop and phone

Job summary

Hai Robotics, a leader in warehouse automation in the Netherlands, seeks a Service Account Manager to bridge customer relationships and drive service excellence. In this role, you will prepare customer performance reports, manage service orders, and lead support engineers to ensure customer satisfaction.

The ideal candidate has 2-3 years of experience in the robotics automation industry, strong technical skills, and excels in communication. Proficiency in Chinese is mandatory, paired with professional growth and competitive benefits.

Qualifications

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

Responsibilities

• Prepare and deliver customer performance reports to key accounts.
• Manage service orders and coordinate project lifecycle.
• Lead service taskforce projects for major service challenges.
• Manage external resident support engineers for service projects.
• Provide hotline or remote support to maintain service quality.

Skills

Experience in robotics automation

Technical understanding of warehouse automation systems

Excellent presentation skills

Customer communication

Leadership and coordination skills

Chinese language proficiency

Job description

Overview

Hai Robotics is at the forefront of warehouse automation, driving operational efficiency and scalability with our Autonomous Case-handling Mobile Robot (ACR) system. As our Service Account Manager, you will act as the key bridge between Hai Robotics and our strategic customers, driving customer success, satisfaction, and long-term trust in Hai Robotics’ solutions.

Responsibilities

• Prepare and deliver monthly/quarterly 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: manage service orders from the Service Sales Manager, including spare parts, preventive maintenance, on-site repair, resident support, PCR, and related activities. Manage the project lifecycle from material preparation through shipment, implementation, and acceptance; coordinate with the finance team to ensure timely invoicing and payment collection.
• Lead or participate in service taskforce projects for major service challenges. Build and coordinate cross-functional teams (EMEA Service, HQ R&D, customer operations, and service partners) to ensure rapid recovery of system performance and customer operations.
• Resident Support Engineer (external) management: hire, interview, and select external resident support engineers for service projects. Coordinate with the training team for their training and qualification. Monitor their daily work to ensure customer success.
• Technical Hotline Support (as needed): provide partial support to the hotline or remote support team to maintain continuity and quality of customer service.

Who we are looking for

• At least 2-3 years of experience in robotics automation 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. Chinese is MANDATORY.

Hai-lights

• Opportunity to work with industry-leading technology 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

Founded in 2016, Hai Robotics is a leading global provider of Automated Storage and Retrieval Systems (ASRS), delivering flexible solutions and maximizing operational efficiency for facilities of all sizes and conditions. With 1,500+ projects implemented across 40+ countries, supported by 8 global offices and 60+ partners worldwide, Hai Robotics provides reliable local support.

Visit HaiRobotics.com for more information.