Key Account Service Manager

Purpose of the Role

The Key Account Manager (KAM) will serve as the single dedicated relationship owner for one large strategic account within Epiroc India's Parts & Service Division. The role drives aftermarket revenue growth, long-term service contract acquisition, equipment uptime, and customer satisfaction for the assigned account. By embedding deeply within the customer's organisation — across project sites, procurement, and senior leadership — the KAM ensures Epiroc is positioned as the preferred productivity partner for all aftermarket parts, service, and maintenance needs. The incumbent aligns account-level commercial activities with PSD India's national strategy, working in close coordination with the National Sales Manager, National Operations Manager, and Technical Services Manager.

Key Responsibilities

Safety, Compliance & Governance

• Our aim is to achieve ZERO INJURY.
• Drive a strong culture of safety, health, and environmental responsibility across all Epiroc activities conducted at the assigned customer's sites.
• Ensure all Epiroc personnel visiting customer sites comply with both Epiroc's and the customer's HSE requirements at all times.
• Ensure adherence to Epiroc's values, ethical standards, commercial governance, and approval authorities in all account dealings.
• Maintain accurate and complete records of all account activity, contracts, pricing, and stakeholder interactions in accordance with Epiroc's data and compliance policies.

Account Ownership & Strategic Relationship Management

• Serve as the single point of contact (SPOC) for the assigned strategic account across all Epiroc PSD touchpoints — parts, service, contracts, technical support, and commercial escalations.
• Develop and maintain a comprehensive Account Plan, reviewed and updated quarterly, covering installed base status, contract coverage, revenue forecast, stakeholder map, competitive landscape, and 12-month growth initiatives.
• Build and sustain multi-level relationships within the customer organisation — from site and maintenance engineers through procurement and project directors to CFO and MD level for major contract decisions.
• Conduct formal Quarterly Business Reviews (QBRs) with the customer's senior leadership, presenting equipment uptime performance, parts consumption trends, service value delivered, and forward fleet plans.
• Own all customer escalations within Epiroc — coordinate National Operations Manager, Technical Services Manager, and supply chain to resolve within committed SLAs; communicate proactively and transparently to the customer throughout.
• Monitor competitor activity at the account — pricing, service offerings, and fleet penetration — and report intelligence to the National Sales Manager.

Revenue Growth & Contract Acquisition

• Develop and execute the account-level aftermarket revenue plan, covering spare parts, consumables, service labour, AMC/MARC contracts, and value-added services, in alignment with PSD India's annual targets.
• Identify and convert all uncontracted Epiroc equipment within the account's fleet into active Annual Maintenance Contracts (AMC) or Maintenance and Repair Contracts (MARC), working with the Contract Acquisition Manager.
• Drive upselling and cross-selling across the customer's project sites — equipment overhauls and rebuilds, predictive maintenance packages, digital fleet management solutions (Certiq), and consumable optimisation programmes.
• Lead commercial negotiations on contract renewals, pricing, and scope expansions; seek NSM approval for non-standard commercial terms.
• Protect and grow genuine parts revenue by positioning OEM parts quality, availability, and total cost of ownership advantages against non-OEM alternatives; track and improve share-of-wallet at the account.
• Prepare accurate monthly revenue forecasts and pipeline reports for the NSM; maintain forecast accuracy within ±5%.

Contract Delivery & Operational Oversight (with National Operations Manager)

• Monitor contract performance on a weekly basis — equipment availability, SLA compliance, response time, and First-Time Fix Rate — and proactively alert the National Operations Manager to risks before SLA breach occurs.
• Conduct minimum monthly site visits to physically assess Epiroc equipment performance, engage ground-level maintenance teams, and identify emerging fleet health issues.
• Coordinate with the Contract Management Manager to ensure invoicing, SLA reports, and contractual documentation are delivered to the customer accurately and on schedule.
• Track penalty and liquidated damage (LD) exposure; alert the National Operations Manager when contractual obligations are at risk; own all customer-facing communications in such situations.
• Support the National Operations Manager in mobilising additional technical resources — field engineers, parts, or specialist support — at the customer's sites during planned shutdowns, peak production phases, or emergency breakdowns.

Technical Coordination (with Technical Services Manager)

• Route technical escalations to the Technical Services Manager's Product Specialists promptly when field engineers are unable to resolve equipment failures within the contracted MTTR.
• Provide the Technical Services Manager with detailed customer fleet failure data, site operating conditions, and application context to enable accurate root cause analysis (RCA) and faster resolution.
• Facilitate TSM-led technical workshops, failure analysis reviews, and product knowledge sessions with the customer's engineering and maintenance teams.
• Coordinate rollout of new equipment models, service bulletins, technical upgrades, and digital tools (Certiq telematics, productivity dashboards, predictive maintenance alerts) at the customer's sites.
• Champion customer adoption of Epiroc's digital fleet management platform and ensure the customer's key operations personnel are trained and actively using available tools.

Market Intelligence & Cross-functional Collaboration

• Maintain a thorough understanding of the customer's upcoming project pipeline, tender plans, fleet expansion decisions, and capital expenditure cycles; share intelligence with the NSM and Equipment sales team.
• Report customer feedback, unmet needs, and service gaps to the NSM and TSM, driving internal corrective actions and continuous improvement initiatives.
• Collaborate with the NSM's Marketing Managers to support account-specific campaigns, executive events, and value demonstration initiatives.
• Prepare monthly account performance reports, variance analysis, and insights for NSM and senior PSD leadership.

Qualifications and Experience

• Bachelor's degree in Mechanical / Civil / Electrical Engineering or equivalent; MBA is advantageous.
• 8–12 years of experience in aftermarket sales, key account management, or service business development within mining, construction equipment, infrastructure, or heavy industry sectors.
• Demonstrated track record of managing large EPC or mining contractor accounts with a multi-crore annual revenue portfolio.
• Proven experience in selling and managing long-term service contracts — AMC, MARC, or Operations & Maintenance contracts — with a clear understanding of contract P&L and SLA management.
• Familiarity with Epiroc or competitor mining and infrastructure equipment (drill rigs, surface and underground equipment, hydraulic breakers, and associated consumables) is highly desirable.
• Prior experience working with large Indian infrastructure contractors or mining companies (L&T, Megha Engineering, Afcons, HCC, NCC, Max Infrastructure, Coal India entities, NMDC, or equivalent) is a strong advantage.
• Experience with ERP/CRM systems, service performance dashboards, and digital fleet management tools.

Required Skills and Competencies

• Strong commercial acumen with the ability to build investment-grade business cases, negotiate multi-crore service contracts, and protect margin while delivering customer value.
• Strategic account planning — proficient in stakeholder mapping, whitespace analysis, and developing 12–24 month account growth strategies.
• Excellent analytical and data-driven decision-making skills; comfortable interpreting equipment performance data, fleet health dashboards, and service KPI reports.
• Exceptional interpersonal and influencing skills — able to build trust and credibility equally with site-level maintenance teams and C-suite decision makers.
• Strong presentation and facilitation skills for executive QBRs, technical review meetings, and contract negotiation sessions.
• Sound understanding of equipment maintenance cycles, service contract structures, parts supply chains, and uptime/availability benchmarks.
• Proficiency in CRM platforms (Salesforce / SAP), MS Office, and Epiroc digital tools; willingness to champion digital adoption with customers.
• Fluency in English; Hindi and regional languages (Tamil, Telugu, Kannada, Bengali, Odia) are advantageous given the diversity of account geographies across India.
• Willingness to travel extensively — 60–70% of working time at customer project sites, mine sites, and regional offices across India, including remote locations.

Location: India, Bhubhaneshwar

Why Should You Apply for This Position?

• Opportunity to serve as the senior Epiroc representative for one of India's most significant infrastructure or mining accounts — a high-visibility, high-impact role.
• Work within a company that is actively expanding its India footprint — new manufacturing facilities in Nashik and Hyderabad, an innovation and technology centre in Bengaluru, and a growing national PSD organisation.
• Professional development, structured key account management training, global exposure across PSD APAC, and clear long-term career pathways into National Sales Manager or regional general management roles.
• Collaborative and innovative culture with the freedom to bring ideas to life.
• Commitment to diversity, inclusion, safety, and sustainability.
• Dynamic and challenging environment with direct impact on customer productivity and Epiroc's growth in India.

Epiroc is an equal opportunity employer. We value diversity and encourage applications from all qualified candidates.