Customer Support Services Sales Specialist
Malvern Panalytical

MAIN PURPOSE OF JOB:
Sales of all Customer Support Aftersales support services; Service Contracts, Billable Services, Accessories, Consumables and Training products. Responsible for detailed, accurate forecasting in order to achieve annual Order and Sales targets.

REPORTING LINE: DEPARTMENT:

- Line Manager: Customer Support Sales Supervisor - Americas
- Matrix Manager(s):

SPECIFIC DUTIES & RESPONSIBILITIES:

• 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 works with marketing on customer 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 Sales Supervisor and the UK on updates to Customer Support areas within the Malvern Panalytical website for 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, fax, email 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 efficiency of service contracts sales.

• Interacts with Field Sales, Field Service and the Global Helpdesk 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 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 Sales Supervisor to implement the Americas strategy and to 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 and service management personnel both orally and in writing.

Internal Communication
• Frequent daily communication with Customer Support Sales Supervisor - Americas.
• Frequent communication with the Director of Customer Support - Americas.
• Frequent communication with all levels of the MINC 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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• The position requires the employee to have permanent residence within reasonable commute distance from the Westborough, MA MINC HQ.
• This position requires that the employee be available for unrestricted travel within North America and Europe. Travel (overnight) up to 5% of the time.
• Standard work week of 37½ 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 chromatography, spectroscopy, light scattering, microscopy, chemical imaging, and/or rheology equipment.
• 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 (Word, Excel, PowerPoint, etc) including ability to work with statistical terms.
• Knowledge of a ERP/CRM system is required, SAP knowledge a plus.
• Familiarity with all aspects of a corporate email system (Outlook or Lotus Notes) 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 Team working
• Adaptability
• Expertise and Professionalism
• Problem Solving/ Analysis