Services Solutions Specialist

Schaumburg, IL

Post Date: 05/05/2017 Job ID: KP11151 Industry: Manufacturing/Engineering

Services Solutions Specialist

SCOPE:

The Services Solutions Specialist will develop our understanding of customer’ s assets and identify where our standard service products adds value. The Services Solution Specialist will pro-actively create, articulate and deliver our solutions to customers.



OBJECTIVE:

The Services Solutions Specialist will drive bookings to plan within the acceptable margins tolerance and contribute to our VOC scores by exceeding customer expectations.



RESPONSIBILITIES:
  • Build sustainable and mutually profitable relationships with customers.
  • Meet performance targets and activity metric quota’ s
  • Identify and assess customers’ assets and needs.
  • Develop and maintain our asset intelligence through the CRM.
  • Pro-actively contact current and potential customers to educate them on our services, where out solutions adds value and to develop opportunities.
  • Support the front-end team with quote generation for all service product offerings.
  • Champion customer complaints internally and follow them through to successful resolution, ensuring that we pivot it into an opportunity to provide additional services.
  • Pro-active manages their pipeline within the CRM and is able to provide accurate bookings forecasts on an ongoing basis.
  • Delivers detailed RFQ’ s, services quotations and provides frequent updates of opportunities within the CRM.
  • Co-ordinate customer visits to Latin America in co-ordination with the Regional Service Leader, Division Front-End Service Leader and CAPEX Accounts team.
  • Provide the Service Project Managers with relevant asset and customer information in order for them to prepare commercial packages ahead of all field resource visits to site.
  • Ensure all customer interactions are logged into the CRM.
  • Leverage the CRM, ERP and other technologies to maximize the divisional capabilities and resolve customer issues.
  • Attend commercial and training meetings to keep at the forefront of our latest company service offerings and capabilities.
  • Conduct follow-up and initial triage for customer satisfaction surveys in Latin America.
  • Provide back-up support when needed for tech scheduling and VOC surveys.
  • Actively support projects to simplify service processes and eliminate bottlenecks.
  • Some off-hour availability may be required.
  • Ensure that all business activities are performed in compliance with the Company Code of Conduct.
  • Adhere to all health and safety rules and procedures.
  • Adhere to all organization (ISO) Forms/Work Instructions and department procedures.
  • Other duties as assigned.
  • Assist with outstanding Service related collection issues as needed
  • Support and participate in Quality Management Program.
  • Support part numbering program versus OEM information.





QUALIFICATIONS:
  • Associates degree or 5 years sales’ experience in a Technical Service/Parts environment
  • Customer service experience
  • A second language within the division’ s key install base is a plus.
  • A proven ability to consistently achieve performance targets’.
  • Solid communication and interpersonal skills – Verbal and Written
  • Pro-active, dynamic multi-tasker, customer oriented and goal orientated personality.
  • A good knowledge of the CRM, Excel, Word, MS Outlook, Windows and power point.

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