SERVICE ACCOUNT MANAGER

_______________________

IMA Group is a global leader in the development and production of automatic machines for the processing and packaging of pharmaceutical, cosmetics, food, tea and coffee products. We are constantly oriented towards innovation, thanks to significant investments in R&D and a constant dialogue with customers, the territory and local suppliers. We promote an environmentally friendly attitude towards achieving sustainable development. Our history is characterized by a constant growth, realized also with the continuous investment on the development of people and their skills.
We are over 7,000 employees, 59% in Italy and 41% in the rest of the world, present in more than 80 countries.

_______________________

IMA Life North America, a division of the IMA Group, specializes in aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries.
Part of IMA Life, it focuses on the pharmaceutical sector and delivers advanced technologies for filling, lyophilization, and isolation ensuring maximum sterility and product integrity for customers around the globe.
We are looking for a Test Technician to join our team in Tonawanda, NY.

JOB SUMMARY

• Serve as the primary point of contact for assigned key accounts, ensuring high levels of customer satisfaction.
• Build and maintain strong professional relationships through regular meetings and proactive communication.
• Develop, negotiate, and manage customized service maintenance agreements.
• Promote and sell Customer Service (CS) products and solutions.
• Generate and manage non-standard quotations and commercial offers.
• Identify growth opportunities within existing accounts and convert general accounts into key accounts.
• Monitor account performance and meet monthly/annual CS sales targets.
• Coordinate projects involving parts and service with internal teams.
• Address customer requests efficiently, ensuring timely resolution.
• Act as liaison between customers and internal departments to resolve issues and align expectations.
• Support technical discussions and collaborate with Engineering on product improvements, documentation, and upgrades.
• Manage technical and support activities for technicians/engineers assigned to key accounts
• Maintain spare parts and preventive maintenance (PM) lists for major accounts.
• Keep clear and organized documentation on technical issues, part failures, service requests, and resolutions.
• Stay current with technical skills and tools through training and ongoing development.
• Represent the company professionally in all business settings.
• Comply with customer-specific access and qualification requirements (e.g., safety training, background checks).

SKILLS AND EXPERIENCES

• Bachelor’s degree in engineering or a related field, or 8+ years of equivalent experience
• Minimum 5 years of experience in manufacturing operations, including engineering, purchasing, and materials control
• Available to travel up to 25%, including internationally
• Background in high-capital B2B customer service roles
• Ability to interpret technical drawings and documentation
• Familiarity with maintenance tools and instruments used in pharmaceutical environments
• Excellent communication, interpersonal, and organizational skills
• Strong computer literacy, including Microsoft Office tools
• Able to work independently and from remote locations
• Experience in international, multicultural environments

WHAT WOULD MAKE YOU A GREAT FIT

• Strong knowledge of PC/PLC-based control systems, refrigeration, vacuum systems, and freeze-drying equipment
• Experience supporting equipment in sterile/aseptic environments
• Proficient in troubleshooting electro-mechanical systems, including PLCs
• Ability to manage multiple priorities with minimal supervision
• Comfort with flexible scheduling, including overtime and short-notice travel
• Strong focus on continuous improvement and long-term customer relationships
• Skilled at maintaining clear documentation and coordinating across functions
• Experience as a technical liaison between customers and internal teams

SALARY RANGE

• $ 80,000 - $ 95,000

WHAT WE OFFER

• 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.
• CONTINUOUS LEARNING: We view learning as a strategic lever for growth and motivation. We support internal training and external development initiatives.
• WELLBEING: We provide comprehensive medical, dental, vision, and disability insurance and a 401(k)-retirement plan.

_______________________

IMA IS AN EQUAL OPPORTUNITY EMPLOYER.