Service Account Manager

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

• Own the customer relationship — serve as the primary point of contact for your assigned key accounts, managing end-to-end delivery across multiple service tickets and ongoing service events
• Execute post-sale service projects with accountability — take full ownership of service orders from the Service Sales Manager: spare parts, preventive maintenance, on-site repair, resident support, PCR, and more; manage each project — from material preparation and shipment through implementation to final acceptance
• Drive customer success and satisfaction — monitor system performance, identify improvement opportunities, and proactively address customer concerns before they escalate; ensure long-term retention and trust
• Identify and capture opportunities in the field — observe customer operations during site visits and relay valid upsell, cross-sell, and expansion signals to the sales team when they arise (you fix, maintain, and grow — not a sales role, but commercially aware)
• Lead and coordinate — build and align cross-functional teams (EMEA Service, HQ R&D, customer operations, service partners) to deliver challenging service recovery tasks
• Manage external resident engineers — coordinate training, and oversee daily performance to ensure consistent service quality at customer sites
• Ensure payment collection — work closely with finance to ensure invoices are issued and payments are collected on time
• Support when needed — provide partial coverage for the technical hotline or remote support team during peak periods

Who are we looking for?

• Problem-solving mindset —  you drive issues to resolution, not just report them; you trace root causes and close the loop
• Accountable — you take personal ownership of your accounts and treat customer success and payment collection as your own responsibility
• Commercially aware — you understand the business value of uptime and customer trust; you know when to flag an opportunity to the sales team (you deliver first, then flag — not a sales target role)
• Strong technical understanding of warehouse automation systems, able to identify issues and resolve them independently or through proper escalation
• Strong presentation and reporting skills — comfortable preparing and delivering monthly/quarterly performance reports and business reviews to key accounts
• Proven leadership and coordination skills — capable of aligning internal and external stakeholders to deliver complex service recovery tasks
• Excellent communication skills — fluent in Chinese and English (both oral and written); Chinese is mandatory given the post-sales project management nature of this role
• Ability to manage stress and multiple ongoing service events simultaneously
• At least 2–3 years of experience in aftersales project management， knowledge of robotics or warehouse automation industry is desired.

Hai-lights

• 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.