Customer Support Manager, Service

 

  

At Vestas we are powered by the mission of changing the world. And to create a sustainable future, we are building a team of motivated visionaries. Would you like to join us?  

 

This is a great opportunity to join the growing wind industry. Vestas is the world's largest wind turbine manufacturing company with significant operations in the United States.  

 

Specialist Account Manager  

The Service Account Management team is a subdepartment of Service Commercial in AME. It serves as the customer service management (CSM) function.  

 

Responsibilities:  

• The Account Manager Specialist is an essential member of the Service Commercial team who serves as a primary point of contact and business representative for customer accounts at the corporate level. The SAM Specialist is directly responsible for providing stakeholders with an account-level view encompassing operational and commercial activity.  
• The primary responsibility of the account manager is to perform customer relationship management and improve customer satisfaction for customer accounts operating in the USA and Canada.  
• The primary objective is to improve each account's business performance, customer satisfaction, and profitability through frequent customer engagement, customer service, and issue resolution by facilitating cross-functional collaboration through team building and promoting a consistent high-quality customer experience.  
• Account managers build long-lasting, interpersonal, and mutually beneficial relationships with key customer contacts, including customer operations managers, asset managers, engineering managers, and certain directors or executives.  
• Account managers collect information and assist in the processing and analyzing of that information, including but not limited to customer feedback, sales leads, and market intelligence that will support innovations in operational support processes, sales processes, and new product development. Account managers are primary sales lead generators for their accounts, managing and leveraging commercial opportunities in partnership with sales and operational stakeholders to improve profitability.  
• The account manager also supports internal stakeholders (internal customers) by representing significant issues to the customer on behalf of Vestas. The account manager teams with operations management, engineering, product management, sales, business development, legal, finance, accounting, contracting, and other departments nationally and internationally to set objectives, manage projects, address issues, and perform other customer support and business activities.  
• The scope of each account includes all operational regions and revenue channels associated with that account, including but not limited to all forms of long-term and short-term service contracts, self-perform support agreements, aftermarket transactional sales, commercial settlements, or any other business transaction or interface that may occur in the assigned account.  
• The account manager is responsible for developing, maintaining, communicating, and revising account plans and strategies to support the organizational vision and goals of the Vestas Service group. The account manager is responsible for facilitating, overseeing, and presenting customer business reviews or other critical customer engagements.  
• To perform well in this position, candidates should have proficient customer service, communication, negotiation, computer, and problem-solving skills. Candidates will apply critical thinking skills and develop strategies informed by data and experience. Candidates should be resourceful, systematic, responsive, and well-organized, capable of creating positive rapport with clients and internal stakeholders. The ideal candidate will value helping others and be keen on delivering high-quality customer service

Qualifications:  

• Bachelor's degree in business, Engineering, Organizational Psychology, or related Education and Degrees: Bachelor's degree in technical sales, account management, sales engineering, or a customer service or support-related field is required. A Master's degree in business management, technical sales, or an equivalent discipline.
• Minimum 5 years of experience in technical sales, account management, or customer service or support within a technical context is preferred. Experience in operations management will also be considered. 
• Experience in renewable power generation or Industry Knowledge preferred.

 

What We Offer:  

We offer an exciting position with great development opportunities in an inspiring environment at the world's largest wind turbine producer. We value initiative, collaboration, accountability, and accuracy.