Service Account Manager
Brief overview
About the company
At Matcon, we help food, nutrition, nutraceutical, pharmaceutical manufacturers solve powder handling challenges ensuring consistent product quality, reliable flow, and efficient manufacturing performance. Our systems are used across manufacturing environments where powder movement, blending, and discharge directly impact product integrity, from pharmaceutical solid dose production to nutraceutical formulation and food ingredient processing. Common challenges we help solve: Preventing blend segregation in food powders, nutraceutical and pharmaceutical - Improving powder flow and eliminating bridging and rat-holing - Reducing cross-contamination risk especially in regulated environments - Increasing manufacturing flexibility while maintaining batch consistency Industries we specialise in: - Food and nutrition ingredient processing (flavours, proteins, functional ingredients) - Nutraceutical and supplement production (powders, blends, formulations) - Pharmaceutical manufacturing (oral solid dosage, APIs, excipients) Core capabilities: - Intermediate Bulk Container (IBC) systems - Powder blending and mixing - Controlled discharge and material transfer - Containment and batch traceability solutions - Process optimisation and manufacturing scale-up Part of IDEX MPT - Matcon is part of IDEX Material Processing Technologies (MPT), alongside Quadro, Fitzpatrick and Microfluidics, delivering integrated particle processing solutions across powder and liquid manufacturing applications.
Job description
Summary
Matcon Limited, part of the IDEX organization, provides opportunities across engineering, sales, operations, and other business functions. The Service Account Manager will increase customer satisfaction, provide technical support for onsite client issues, and drive order generation through active account management. The role will develop customer relationships, generate repeat business, manage service contracts, and support sales and reporting processes.
Responsibilities
- Execute a sales strategy to proactively sell Matcon products, gain repeat sales of all products and spares and offer service capabilities
- Develop relationships with key account holders within the territory to increase the level of customer service and satisfaction
- Proactively seek and progress opportunities using the CRM tools provided (Dynamics)
- Understand market pricing and manage price
- Liaise closely with internal stakeholders (system sales & sales support) to ensure continuity of the sales process
- Submit detailed sales visit reports to communicate customer, market and industry intel to the wider business
- Manage service contract management to aid revenue generation and renewal
- Convert leads into sales
- Track orders region by region
- Introduce new service agreements
- Provide or arrange technical support for client issues (breakdown, performance concerns, etc.)
- Provide regular client training to ensure ‘best practice’ regarding operation and maintenance is observed
- Provide group level presentations at both operator and management level
- This list is not exhaustive and the job holder may be asked from time to time to undertake other duties so that the team or department can function efficiently. Such a request will be reasonable and will be within this role’s normal scope of authority
Skills
- • Ability to live and work in America (Central belt region)
- • Organised
- • Independent and self-motivated
- • Sociable
- • Assertive and persuasive
- • Driven, positive, confident and enthusiastic
- • Customer centric approach
- • Flexible team player willingness to understand the department and support where necessary
- • Willingness to travel throughout America
- • Clean driving licence
- • Enjoys new challenges
- • 2-4 years of related experience with a proven customer service track record in a technical sales environment
- • Language – English (required)
- • High level of industry knowledge
- Travel required visiting customers, with overnight stays across America and possibly South America, of around 1-2 weeks a month
- • A technical post-secondary or equivalent degree is preferred
- • Prior experience in a manufacturing environment is desired
- • Experience using ERP and CRM is an asset
- • Language – Spanish (an advantage)
Qualifications
Must Haves
- • Ability to live and work in America (Central belt region)
- • Organised
- • Independent and self-motivated
- • Sociable
- • Assertive and persuasive
- • Driven, positive, confident and enthusiastic
- • Customer centric approach
- • Flexible team player willingness to understand the department and support where necessary
- • Willingness to travel throughout America
- • Clean driving licence
- • Enjoys new challenges
- • 2-4 years of related experience with a proven customer service track record in a technical sales environment
- • Language – English (required)
- • High level of industry knowledge
- Travel required visiting customers, with overnight stays across America and possibly South America, of around 1-2 weeks a month
Nice to Haves
- • A technical post-secondary or equivalent degree is preferred
- • Prior experience in a manufacturing environment is desired
- • Experience using ERP and CRM is an asset
- • Language – Spanish (an advantage)
Benefits
- This position may be eligible for performance based bonus plan.
- Internal technical training on Matcon equipment provided
- Health benefits
- 401(k) retirement savings program with company match
- PTO
