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 robust 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 em

📌 Key Account Service Manager (Pune)
🏢 Epiroc
📍 Pune