Customer Support – Services Sales Specialist-1

MAIN PURPOSE OF JOB:

Sales of all Customer Support post-sales support services; Service Contracts, Billable Services, Accessories, Upgrades, Consumables, and Training products. Responsible for detailed, accurate forecasting in order to achieve annual Order and Sales targets. Responsible for all post-sales marketing materials and the education of internal personnel.

REPORTING LINE:

  • Matrix Manager(s): Technical Operations Manager

SPECIFIC DUTIES & RESPONSIBILITIES:

  • Drives all aftersales warranty conversions and SLA renewal activities to hit and/or exceed expected weekly/monthly/quarterly/annual targets.
  • Assists in the development of marketing plans and programs, both short and long-range, to ensure the profit growth and expansion of company services for Customer Support – Americas.
  • Helps develop promotional material and partners with marketing on customer lifetime management promotions. Assists with design, layout, paste-up, and production of promotional materials. Provides Sales and Customer Support management with presentation materials as required for sales opportunities.
  • Works with the Customer Support CC Manager and the supply centers on updates to Customer Support areas within the Malvern Panalytical website for the promotion of all services.
  • Ensures effective tracking and reporting of Aftersales Order and Sales results and that corrective actions take place to achieve all objectives within designated budgets.
  • Uses all means of communication including telephone, email, salesforce, and others as needed to provide other Subsidiary Representatives (ex: Canada, Mexico) with timely information on all Customer Support products and services, resulting in sales and delighted customers.
  • Studies and assists with the standardization of procedures to improve the efficiency of service contracts sales.
  • Train, mentor, guide, and support colleagues in all aspects of Customer Lifetime Management (a.k.a. aftersales/post-sales).
  • Interacts with Field Sales, Field Service, and the global groups in the organization to exchange opportunities or problems at customer accounts.
  • Works with Customer Support management to ensure fulfillment of services purchased by customers. Communicates claims or other complaints occurring in the performance of contracts to applicable management for resolution.
  • Work to improve results from the Customer Support Satisfaction program, including the follow-up with customers as required to increase their loyalty and improve Customer Satisfaction.

IMPACT:

  • Drive sales of all Aftersales products to achieve growth in Warranty conversions, SLA renewals, and overall contribution growth to Malvern Panalytical.
  • Feedback all customer concerns and ensure that appropriate response is provided in order to maximize Customer Satisfaction and Customer Loyalty.

ACCOUNTABILITY:

  • Works closely with the Customer Support CC Manager and all AMEC regional support managers or to implement America's strategy and contribute to the Malvern Panalytical Global strategy.
  • Operates within the overall policy of the company and keeps within its written rules.

COMMUNICATION:

Customer and supplier communication

  • Communication on a daily basis with customers, colleagues, and service management personnel both orally and in writing.

Internal Communication

  • Frequent daily communication with Customer Support CC Manager.
  • Frequent communication with the Technical Operations Manager and/or Director of Customer Support – Americas.
  • Frequent communication with all levels of the MP customer support team and account management team.

ENVIRONMENT AND HOURS:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.
  • This is a remote work role with periodic requirements to travel to the office based in the Westborough, MA region.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
  • This position requires that the employee be available for unrestricted travel within the Americas and Europe. Travel (overnight) up to 5-10% of the time.
  • Standard work week of 40 hours, although there is occasionally a need for staff to work beyond this limit with no additional remuneration.

REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE:

Entry Qualifications

  • Bachelor's degree (BA/BS) from a four-year college or university or related experience and/or training or equivalent combination of education and experience.
  • Preference will be given to those with experience with companies involved in the sale and service of analytical instrumentation
  • Fluency in English, written and verbal, is required.

Skills & Experience

  • Two years or more in related experience and/or training or a demonstrated aptitude for the requirements of the position.

Knowledge

  • Skilled in customer negotiations and the development of relationships necessary to market services within a diverse customer base.
  • Standard computer experience (O365 Microsoft suite, Salesforce, Adobe, etc) including the ability to work with statistical terms.
  • Knowledge of Salesforce and/or SAP ERP knowledge is a plus, the ability to learn is required.
  • Read, analyze, and interpret technically focused documents, user manuals, and marketing materials.
  • Ability to read, understand and assist in the completion or modification of customer Terms & Conditions as they relate to Service Contract sales is required.
  • Communication (written and oral) skills at all levels and the ability to conduct oneself in a friendly and professional manner.
  • Ability to retain information or know where to find it and put this to practical use.
  • Common sense attitude, ability to work under pressure, and willingness to be flexible.

CORE COMPETENCIES:

  • Communication
  • Cooperation and Teamworking
  • Adaptability
  • Expertise and Professionalism
  • Problem Solving/ Analysis

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