Customer Support Manager

SUMMARY
The mission of the Customer Support Manager is to expand our relationship with customers beyond the typical spare parts and opportunistic service opportunity by deploying LCM programs and dedicating a team whose only goal in life is to provide unparalleled customer support.

Customer Support Managers are the primary connectivity point with Brownfield customers when it comes to the ensuring customer satisfaction, quoting, processing and winning non-project orders, executing and winning LCM campaign, and generating leads for AM/BF projects. The CSM is also the primary point of contact for existing customers who are not covered by the AM/BF regional or individual business plans. Customer Support Managers (CSM) maintain connectivity with LCM customers for the entire lifecycle of the product or service we deliver. They provide both reactive and proactive support on all brownfield accounts.

DUTIES & RESPONSIBILITIES
Listed in order of relevance:

- Establish and maintain contact with existing customers to generate aftermarket leads and promote the sales of aftermarket products and services.
- Research and develop LCM proposals with support and assistance from Commercial Applications Engineers (CAE’s), concerning the following scope of supply: HMI upgrades, aftermarket modifications, engineering services, service contracts, training (all forms) and spare parts. Enter parts and service orders in ERP systems of record (NetSuite).
- 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, 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.
- Notifies customers of any applicable LCM program, offering and product notifications.
- Create leads and identifies threats within the installed for Brownfield AM 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
- 2+ years prior technical sales and customer service experience or proposal support experience
- 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 highly desirable. Proven ability to be proactive in customer engagement and high sense of urgency.
- Ability to read, speak, and write in English required.
- Ability to conduct high level sales demonstrations and presentations
- Ability to assess and utilize AE processes and quality and sales methodologies

WORKING CONDITIONS
The noise level in the work environment is usually moderate. Domestic and/or international travel is required.

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.

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