Cutomer Support Manager IV at Roper Pump… · Mumbai

DUTIES & RESPONSIBILITIES

Listed in order of relevance:

• Establish and maintain contact (by phone calls and face to face meetings) with existing customers to generate aftermarket leads and promote the sales of aftermarket products and services.
• Update and maintain the regional installed base list.
• Prepare Lifecycle Management (LCM) proposals concerning the following scope of supply: HMI upgrades, aftermarket modifications, engineering services, service contracts, consultancy services, call-out services, training (all forms) and spare parts. Enter parts and service orders in ERP systems of record.
• Update and maintain the CRM system and customer information (contact name and title, assets at sites, status of service contracts, past services and issues, past spare orders and repairs, next outage and scheduled visit, current open opportunities, etc.) to obtain a 360-degree view of our customers, understand their needs and quickly respond to these needs to create a unique customer experience.
• Provide premium support to our installed base by opening customer support tickets, assigning resources to the resolution of the issue with the help of Field Coordinators, Project Execution and other applicable resources (i.e. R&D, etc) and follows up with the customer after issue resolution and ticket closure.
• Notifies customers of any applicable LCM program, offerings and product notifications.
• Create leads and identifies threats within the installed for Key Account Managers by opening opportunities in the CRM.
• Respond to change productively and handle other duties as required.
• Follow all company safety policies and procedures.

EDUCATION & EXPERIENCE

• University degree in Industrial Technology, Engineering, or related field.
• 3+ years prior technical sales and customer service experience or proposal support experience in a business-to-business sales environment.
• Experience in successful account sales in local geographical territory required
• Clerical experience in purchasing or preparation of quotes utilizing an enterprise computer system.

KNOWLEDGE & SKILLS

• Business and Commercial acumen.
• Proficient writing ability with emphasis on consultative selling approach.
• Well-spoken and strong ability to multitask and take on different responsibilities.
• High organizational skills, strong attention to detail, solid critical thinking skills, an established work history in an office environment working with contracts or sales proposal support, strong word processing skills and experience with electronic filing.
• Prior experience with CCC product and processes or automation industry is highly desirable.
• Proven ability to be proactive in customer engagement and high sense of urgency.
• Ability to read, speak, and write in English required.

WORKING CONDITIONS

The noise level in the work environment is usually moderate. Domestic and/or international travel is required at least 30% of the time.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands to manipulate computer input devices, finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must have sufficient mobility to enable travel to industrial sites, offices, and facilities. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.