Customer Support Representative
6 days ago
**Summary**:Responsible for prospecting potential customers and selling spare parts and preventive maintenance contracts for active MULTIVAC equipment, as well as selling fee-based technical training, in assigned territory.
**Time Utilization**:This position will travel up to 80%. Normal business hours are 8:00am to 5:00pm. Schedule needs to be flexible to accommodate show and event schedules.
**Essential Duties and Responsibilities **include the following. Other duties may be assigned:
- Call on existing and potential customers within defined regional sales territories, to evaluate spare parts inventory, recommend spare and wear parts for all MULTIVAC machines, and propose fee-based services:
- Ensure each active MULTIVAC machine in territory is represented with a spare and wear parts proposal to the owner. Work with management to establish priorities and develop a vehicle for tracking and reporting proposal dates, closing dates, and pending opportunities.
- Ensure each active MULTIVAC in territory is included in a preventive maintenance contract proposal. Achieve at least a 15% average closure rate on PM contract sales activity, and propose PM contracts to at least five customers per month, or a combination of multiple machines in a single location.
- Ensure each MULTIVAC newly installed in territory is represented with a tailored 1, 3, and 5-year spare/wear parts proposal to the customer. Work with outside Parts Sales Representative(s) and management in technically challenging cases, to ensure correct parts are proposed in sufficient quantity.
- Report in writing on all observed competitor parts and service activity in customer plants, along with recommendations for action.
- Communicate with Regional Service & Sales Managers on a regular basis, on any customer issues related to customer service & work to help resolve them to improve customer satisfaction.
- Serve as a resource to Field Service Technicians doing installations when they require assistance.
- Utilize CRM according to established procedures and file a weekly visit report at the end of each work week.
- Operate within annual expense budget and work to meet established individual goals.
- Attend and participate in trade shows, sales meetings, industry meetings and association events, and other activities as directed by management.
- Report in writing on all observed competitor parts and service activity in customer plants, along with recommendations for action.
**Qualifications**: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education/Experience**:College/University and two years related experience; or equivalent combination of education and experience. Prefer two years technical experience in one or more of the following: capital equipment, packaging materials, other industry related goods, or experience within the MULTIVAC organization. Practical mechanical experience also preferred.
**Language Ability**:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization. Bilingual English/French is a definite asset.
**Reasoning Ability**:Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present technical information and respond to questions from groups of managers, clients, and customers.
**Certificates and Licenses**:Current valid driver’s license and the ability to obtain a passport for travel as required by position.
**Work Environment**:The work environment characteristics described here are representative of those an associate encounters while performing 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 associate is frequently exposed to work near moving mechanical parts. The associate is occasionally exposed to wet or humid conditions (non-weather); cold (non-weather) and heat (non-weather).
The noise level in the work environment is occasionally loud.
**Physical Demands**:The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up t
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