Service Account Manager, Spare Parts

About the Role

Vanderlande is seeking a Service Account Manager – Spare Parts to support the growth of its North America Distribution Service business. This customer-facing role focuses on ensuring customers have necessary spare parts, combining customer relationship management, commercial ownership, performance management, and continuous improvement. You will represent the customer and business perspective, serve as a first-level business escalation point, and drive operational excellence for the spare parts organization, working closely with the Spare Parts Operations team.

Key Responsibilities

• Serve as the primary commercial and business point of contact for assigned customers regarding spare parts requirements, performance, escalations, and improvement opportunities.
• Manage and develop assigned spare parts accounts with a focus on customer satisfaction, commercial performance, and sustainable growth.
• Act as the first level of business escalation when spare parts delivery, availability, or fulfillment performance does not meet customer or business expectations.
• Continuously monitor and challenge Spare Parts Operations performance, using customer feedback, service data, and recurring issues to identify and drive improvements.
• Lead improvement initiatives with Spare Parts, Supply Chain, Logistics, and other stakeholders, focusing on root causes.
• Translate customer expectations and business priorities into clear actions for the operational organization and drive those actions through to measurable results.
• Coordinate the preparation and implementation of spare parts packages for new site launches, working with Project and Service teams.
• Support ongoing spare parts replenishment by translating customer demand, installed-base requirements, and operational needs into effective inventory and ordering strategies.
• Coordinate urgent spare parts requirements and customer escalations, maintaining clear communication and driving actions through resolution.
• Develop quotations and commercial proposals and support customer discussions regarding pricing, scope, and delivery.
• Proactively identify opportunities to expand spare parts offerings and improve customer inventory strategies.
• Build strong working relationships with customers and internal stakeholders across regional and global teams.

Requirements & Tech Stack

• Relevant experience in spare parts, aftermarket services, supply chain, logistics, customer service, account management, sales, or another customer-facing role.
• Strong customer focus with the ability to build effective, long-term relationships.
• A performance-driven mindset and the confidence to constructively challenge internal teams.
• Ability to turn escalations, performance data, and recurring operational issues into structured improvement actions and follow them through to completion.
• Strong planning and organizational skills with the ability to manage multiple priorities.
• A hands-on, proactive mindset and willingness to investigate issues in detail.
• Strong communication and influencing skills with the ability to coordinate across teams and stakeholders.
• Commercial awareness and an interest in developing customer opportunities and growing the business.
• A continuous-improvement mindset and willingness to challenge existing ways of working.
• Comfort working with data to support decisions and identify opportunities.
• Ability to take initiative, make decisions, and follow issues through to resolution.
• Ability to travel up to 10%.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, Engineering, Operations, or a related field, or equivalent relevant experience.
• Preferably 2+ years of professional experience in spare parts, aftermarket services, supply chain, logistics, customer service, account management, or a related environment.
• Experience in logistics automation, material handling, e-commerce, warehousing, manufacturing, or another technical or industrial environment.
• Familiarity with spare parts planning, inventory management, forecasting, order fulfillment, or replenishment processes.
• Experience working with operational performance indicators and using data to identify root causes and drive continuous improvement.
• Commercial experience supporting quotations, pricing, customer negotiations, account development, or sales growth.
• Experience working with ERP, CRM, inventory management, or other business systems.
• Experience collaborating across Sales, Service, Supply Chain, Engineering, Project, and international teams.