Back to jobsSupport the development, implementation and operation of programs to promote the sale of After Sales Service products including service contracts, routine maintenance services, preventative and predictive maintenance services, spare parts, pump remanufacturing and training programs
Proactive follow up on sales leads and quotes while supporting the regional sales targets and drive customer satisfaction through proactive customer support
Assist in investigating problems related to customer satisfaction.
Report to the National Service Sales Manager on the status of activities
Prepare service proposals, estimates and pricing and coordinate timely follow up by the Field Service Specialist with the customer
Proactively communicate with other areas of the business on problematic installations such that corrective action can be taken in a timely manner to ensure customer satisfaction
Administratively assist the National Service Sales Manager and Field Service team including (but not limited to) reporting, scheduling, Customer Relationship Management (CRM) activities, training, and new employee onboarding
Keep accurate records and document field service customer actions and discussions
Manage key performing indicator data, assemble, and compile accurate reports
Customer Support Responsibilities:
Service Support Responsibilities:
General Work Attitude:
Job Description
- Receive incoming calls for field service, product repairs, exchanges, and spare sales of After Sales products.
- Work with the Service Center Manager(s) and/or planner(s) to coordinate the activities of the Field Service organizations.
- Serve as the information liaison between the National Service Sales Manager, Service Center Manager, Sales Managers, Service Specialist/Technicians, and customers – providing regular updates to customers regarding service that is in process.
- Report problems that customers are having to the National Service Sales Manager. Prepare Field Service proposals, estimates and pricing and coordinate timely follow up by the Field Service Specialist/Technicians with the customer.
- Secure purchase orders for service work and verify terms and conditions with customers.
- Maintain (edit as needed) scheduled service orders in LN or other ERP system.
- Track and file relevant paperwork.
- Order, track and follow up and expedite service orders as needed.
- Complete administrative responsibilities for after sales activities.
- Have a strong customer service mentality and be a strong team player.
- Work cooperatively with all departments in a spirit of teamwork to address problem areas and stimulate After Sales and Service
- Act on behalf of peer group members in their absence as and when called upon to do so either by design or by circumstance
- Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done