Service Account Manager (Pharmaceutical, Ballerup)

Job summary

This role serves as the primary contact for a major pharmaceutical client, focusing on coordinating and addressing complex technical issues related to automation solutions. You will work closely with technical specialists to deliver high-quality service and ensure customer satisfaction.

Qualifications

• Technical education with knowledge of industrial automation.
• Experience in task planning and prioritization, ideally in roles such as Lead Engineer, Coordinator, or Project Manager.
• Background in food, pharmaceutical, or similar industries with stringent documentation standards is advantageous.
• Familiarity with ERP systems, particularly SAP, and experience in case management is beneficial.
• Strong negotiation skills supported by factual data.
• Proficiency in English is required.

Responsibilities

• Act as the main point of contact for technical support requests, assessing urgency and scope.
• Manage and prioritize incoming requests, contributing to root cause analysis.
• Allocate appropriate specialist resources in collaboration with internal teams.
• Create and manage cases in the case management system, handling administrative tasks as needed.
• Follow up on all cases to ensure timely resolution and customer satisfaction.
• Communicate with the customer regarding prioritization and scope, and participate in status meetings.
• Coordinate with colleagues across various functions and organizational units.

Skills

• Strong coordination and organizational skills to manage multiple requests and priorities.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Education

• A technical degree related to industrial automation is preferred.

Tools

• Experience with ERP systems, specifically SAP, and case management tools.