Customer Service Key Account Manager

About the job

The Customer Service Key Account Manager is the face of Mikron for key customers, building strong and lasting relationships through regular interactions and excellent customer service.

Acting as a trusted partner and primary point of contact, the role focuses on anticipating customer needs, delivering responsive and tailored solutions, and ensuring high customer satisfaction. Through close collaboration with internal teams and Sales, the KAM contributes to customer loyalty, business development, and sustainable Customer Service growth.

Key responsabilities

• Develop and maintain strong customer relationships through regular visits and proactive communication, promoting Customer Service products and solutions.
• Promote and coordinate Customer Service activities, including inspections, maintenance, repairs, production support, and equipment upgrades.
• Manage and follow up on customer inquiries, quotations, orders, and invoicing to ensure timely and efficient service.
• Act as the first point of contact in case of equipment breakdowns, initiating service requests and coordinating with the technical department.
• Coordinate on-site service activities in close collaboration with the Customer Service Technical Manager (CSTM).
• Conduct customer meetings and technical briefings in collaboration with Customer Service teams.
• Prepare, review, and discuss spare parts lists with customers to identify their needs and business opportunities.
• Ensure all activities comply with applicable Environmental, Health, and Safety (EHS) standards.
  

Core Behavioral Competencies

• Technical proficiency
• Customer focused & partnership
• Commitment & loyalty
• Confidentiality & discretion
• Goal achievement
  

Functional Competencies

• Autonomy
• Accountability
• Problem-solving
• Product & process optimization
• Communication & feedback

Leadership Competencies

• Strategic Mindset

Profile

• Technical background in mechanical engineering, microtechnology, or a related field.
• Additional training in technical-commercial management is an asset.
• 3–5 years of professional experience, ideally in assembly systems or industrial automation.
• Solid experience in industrial mechanics and technical coordination; knowledge of automation is an advantage.
• Strong understanding of mechanical systems and microtechnology, including the ability to read and validate technical drawings.
• Fluent in English (written and spoken), French, German, Italian are a plus.
• Good command of standard Windows-based IT tools.
• Willingness to travel regularly for business purposes.

What we offer

• A key leadership role at the interface between Sales, Engineering, Project Execution, and Customers.
• A key customer-facing role, building and maintaining strong relationships with major industrial customers.
• The opportunity to act as a trusted partner, providing tailored service solutions and ensuring long-term customer satisfaction.
• An active contribution to Customer Service growth through business development and the promotion of spare parts, maintenance, and upgrade solutions.
• Exposure to international customers and advanced assembly and automation technologies.
• A collaborative and multidisciplinary working environment with close interaction across Sales, Engineering, and Customer Service teams.
• A company culture focused on innovation, continuous improvement, accountability, and customer satisfaction.
• Opportunities for professional growth, skills development, and continuous learning.
• A healthy work-life balance.