Account Manager

• This position is responsible for managing and selling all Vesuvius products and
• services provided to the customer.  This position will drive customer
• satisfaction through good service, opportune use of innovative technology,
• management of operating expenditures, understanding the customer’s needs and
• good communication at all levels.  In addition to customer satisfaction, the
• position will be responsible for generating and growing acceptable levels of
• sales and profit for Vesuvius.

Responsibilities will include, but not limited to the following:

• Growing business by building successful, long-term customer relationships.
• Managing a portfolio of customer accounts to achieve long-term success.
• Developing positive relationships with customers.
• Acting as the point of contact and handling customers’ individual needs.
• Generating new business using existing and potential customer networks.
• Resolving conflicts and providing solutions to customers in a timely manner.
• Conduct standard product investigations and coordinate / lead trials and

• projects; responsible for coordinating with and assisting M&T (technical)
• team to issue technical reports on all completed investigations and/or
• projects.

• Where applicable, Account Managers will supervise Service Technicians to

ensure support needs are met.

• Reporting on account status.
• Setting and tracking sales account targets, aligning with company objectives.
• Monitoring sales metrics (monthly sales results and regular rolling

forecasts).

• Suggesting and implementing actions to improve sales performance and identify

opportunities for growth.

• Manage daily service activities such as:
• Inventory planning and forecasting.
• Product usage forecast and delivery schedules.
• Obtaining and processing appropriate information for timely invoicing
• Routine data collection and reporting.
• May provide preventative and emergency equipment maintenance.
• Coordination of customer’s personnel relative to installation and handling of

refractory material.

• Recognizes and acts on opportunities for continuous improvement in:
• Refractory performance
• Customer’s efficiency
• Vesuvius profitability
• Works with technical support teams to implement appropriate emerging

technologies.

• Manages all project work at customer’s site.

Knowledge

Good understanding or the ability to quickly acquire an understanding of the

following

• Products being supplied.
• Customer’s steelmaking process.
• Customer’s quality processes.
• Vesuvius and customer logistics processes.
• Basic mechanical skills to allow for the service of associated refractory

application equipment.

• Strong business acumen with understanding of sales performance metrics.

Skills & Behaviours

• Excellent communication skills - written, oral and for presentations.
• Ability to problem solve.
• Strong reasoning and decision-making skills.
• Selling and negotiation skills.
• Computer skills (Microsoft Office – Excel, Word, Outlook, SharePoint).
• Basic Time and Task Management
• Ability to recognize and act on continuous improvement opportunities.

Problem Solving & Complexity

• Managing multiple issues and projects within a specified timeframe.
• Managing customer relationships at multiple levels within the customer

including plant manager to hourly employees.

• Managing internal communications with commercial, technical and customer

• service teams, by balancing Vesuvius interest versus customer internal
• politics.

Key Competencies

• Action Oriented
• Conflict Management
• Customer Focus
• Ethics & Values
• Integrity & Trust
• Perseverance
• Priority Setting
• Problem Solving
• Technical Learning
• Written Communications

Physical Demands

• Applicant must have the ability to overcome obstacles and demonstrate personal
• adaptability.  Physical Demands include, but are not limited to:

• While performing the duties of this job, the employee is occasionally exposed

• to moving mechanical parts, vehicles. The noise level in the work environment
• is usually moderate.  Hearing protection may be required.

• Exposure to dust and raw materials particles is frequent.
• Exposure to extreme temperatures.
• Ability to work within the steel mill environment daily to interact with

customers and colleagues.

• Ability to travel up to 70% within the designated sales region

Education/Experience

• BS required preferably in Metallurgy, Ceramic Engineering or Materials Science.
• A degree in a related engineering discipline will be considered.

• Three plus years experience with steel making, industrial ceramics, refractory
• installation or related industry is desired.