We are over 7,000 employees, with over 600 employees in the USA and present in more than 80 countries.
IMA North America, a division of the IMA Group, specializes in packaging machines and systems for the pharmaceutical, personal care and cosmetics markets.
We are Looking for a Service Account Manager to join our team in Leominster, Massachusetts. We offer a comprehensive benefit package which includes medical, dental, vision, matching 401K, paid time off, holiday pay, profit sharing and more!
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Serve as the primary point of contact for assigned key accounts, ensuring high levels of customer satisfaction.
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Build and maintain strong professional relationships through regular meetings and proactive communication.
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Develop, negotiate, and manage customized service maintenance agreements.
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Promote and sell Customer Service (CS) products and solutions. This includes tooling and machine upgrades.
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Generate and manage non-standard quotations and commercial offers.
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Identify growth opportunities within existing accounts and convert general accounts into key accounts.
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Monitor account performance and meet monthly/annual CS sales targets.
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Coordinate projects involving parts and service with internal teams.
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Address customer requests efficiently, ensuring timely resolution.
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Act as liaison between customers and internal departments to resolve issues and align expectations.
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Support technical discussions and collaborate with Engineering on product improvements, documentation, and upgrades.
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Manage technical and support activities for technicians/engineers assigned to key accounts
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Maintain spare parts and preventive maintenance (PM) Lists for major accounts.
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Keep clear and organized documentation on technical issues, part failures, service requests, and resolutions.
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Stay current with technical skills and tools through training and ongoing development.
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Represent the company professionally in all business settings.
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Comply with customer-specific access and qualification requirements (e.g., safety training, background checks).
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Bachelor's degree in engineering or a related field, or 8+ years of equivalent experience
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Minimum 5 years of experience in manufacturing operations, including engineering, purchasing, and materials control
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Available to travel up to 25%, including internationally
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Background in high-capital B2B customer service roles
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Ability to interpret technical drawings and documentation
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Familiarity with maintenance tools and instruments used in pharmaceutical environments
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Excellent communication, interpersonal, and organizational skills
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Strong computer literacy, including Microsoft Office tools
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Able to work independently and from remote locations
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Experience in international, multicultural environments
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Strong knowledge of packaging machinery or other automatic machines.
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Experience supporting equipment in GMP environments
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Proficient in troubleshooting electro-mechanical systems, including PLCs
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Ability to manage multiple priorities with minimal supervision
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Comfort with flexible scheduling, including overtime and short-notice travel
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Strong focus on continuous improvement and long-term customer relationships
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Skilled at maintaining clear documentation and coordinating across functions
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Experience as a technical liaison between customers and internal teams
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$ 80,000 to $100,000 base plus bonus
GLOBAL ENVIRONMENT: A dynamic and innovation-driven workplace, part of a multinational and multicultural group.-
DIVERSITY & INCLUSION CULTURE: Promoted through the Corporate Code of Ethics and dedicated programs.
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CONTINUOUS LEARNING: We view learning as a strategic lever for growth and motivation. We support internal training and external development initiatives.
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WELLBEING: We provide comprehensive medical, dental, vision, and disability insurance and a 401(k)-retirement plan.
/MA IS AN EQUAL OPPORTUNITY EMPLOYER.
