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.
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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
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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
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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
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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)
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Lead and coordinate — build and align cross-functional teams (EMEA Service, HQ R&D, customer operations, service partners) to deliver challenging service recovery tasks
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Manage external resident engineers — coordinate training, and oversee daily performance to ensure consistent service quality at customer sites
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Ensure payment collection — work closely with finance to ensure invoices are issued and payments are collected on time
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Support when needed — provide partial coverage for the technical hotline or remote support team during peak periods
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Problem-solving mindset — you drive issues to resolution, not just report them; you trace root causes and close the loop
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Accountable — you take personal ownership of your accounts and treat customer success and payment collection as your own responsibility
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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)
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Strong technical understanding of warehouse automation systems, able to identify issues and resolve them independently or through proper escalation
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Strong presentation and reporting skills — comfortable preparing and delivering monthly/quarterly performance reports and business reviews to key accounts
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Proven leadership and coordination skills — capable of aligning internal and external stakeholders to deliver complex service recovery tasks
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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
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Ability to manage stress and multiple ongoing service events simultaneously
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At least 2–3 years of experience in aftersales project management， knowledge of robotics or warehouse automation industry is desired.
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.
Founded in 2016, Hai Robotics is a leading global provider of Automated Storage and Retrieval Systems (ASRS), delivering unparalleled system flexibility 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 is a reliable resource for providing local support.
Visit HaiRobotics.com for more information.
