Permanent - Customer Support Specialist - Africa - Ekurhuleni (East Rand) - South Africa

Reports to 

Regional Sales Manager Africa

Major Purpose of the Position:

Regional Service Centres The Customer Support Specialist plays a pivotal role within the Customer Support/Sales Team. The Customer Support Specialist’s key objective is to support existing Customers through the provision of expert advice on how to maintain the company's Mill Relining Systems for the purpose of fast, reliable and safe relines and formulating services proposals in the form of labour, spare parts, major services proposals, SLA’s, small products, training and local inventory management support. Assist in administration, analysis, assessment and effective utilisation of critical customer data in quoting services. This role is focussed on resolving current Customer’s service needs and outstanding issues by the use of service data metrics, global services support and company's services platforms. The particular nature of this support may vary relative to the expertise and specialisation of the Customer Support Specialist.

Specialisations include (but are not limited to):

• Customer specific specialisation

• Technical and major service specialisation

• Machine spare parts specialisation

• Logistic and shipping specialisation

• Service Contract Specialisation

• Reline Services Specialisation

• Service-related CRM data analysis specialisation

The day-to-day support described above is defined as ‘account services support’ and differs from ‘account management’, which incorporates responsibility for the ownership and management of the Company-Customer relationship. The Customer Support Specialist is responsible for ‘Account Services Support’ elements and, although they participate in and contribute to, they are not responsible for ‘Account Management’ of a customer.

This position includes the following key aspects as related to the Major Duties:

• Timely delivery of the company's spares and service

• Services Data Analysis to arm SAMs with key data insights to support their accounts management and services decisions

• Generation of quotations whilst liaising frequently with various company technical experts, customer support technicians (CST’s) & Service Account Managers (SAMs)

• Assisting SAMs with spares/ technical services quotes when SAMs are travelling to site and undergoing site visits

• Proactively build rapport with the CTS’s, Asset Support and Sales team members so as to support the execution of day-to-day activities related to service sales opportunities

• Daily service support tasks

• Assist in administration, analysis, assessment and management of critical customer data

• Participation and contributing to weekly sales meetings

• Full involvement and engagement in sales at the company

• Responsible for tracking, following up and updating AR team with regards to monthly invoicing and identifying any risks that may affect monthly RR (revenue recognition) numbers and communicate this to the RSM, RGM and SAM’s

Key Performance Indicators:

Provide consistent world class OEM service and maintenance through Quality Asset Management.

Contribute to Customer engagement efforts and ensuring that the company is a Proactive Partner.

Proactively provides key service data insights to the Sales team, facilitating additional sales opportunities quoted and focus through these key insights.

Provide Regular Rapid Responses to Customer needs.

Completion of Fiscal Objectives and Administrative tasks.

Participation in sales and services processes, including both development and implementation

Promote and maintain a customer service philosophy within the Service team to the wider group. This includes the fostering of a positive, problem-solving culture.

Maintain an exceptional level of quality in all work completed

Participate proactively in the company’s Lean philosophy, Strategic planning and ISO systems framework. Focus on continuous improvement and advise the Regional General Manager-Africa of inefficiencies as they are encountered and work toward implementing improvements of Regional Service Centres systems that best serve the company’s Customer focused business.

Maintain functional and productive working relationships with all company staff

Skills, Qualifications and Experience:

REQUIRED:

1. An ability to generate rapport quickly, establish good working relationships, and understand, interpret and respond clearly to others.

2. >3 years after sales support experience, preferably in a mining or export related field.

3. Well-developed MS Office skills primarily with spreadsheets for pricing and sales data analysis and word processing for quote presentation.

4. Desire to delight Customers, above and beyond the call of duty.

5. Highly developed verbal and written communication and in particular the ability to communicate in a clear and concise manner.

6. Developed skills in negotiating.

7. Ability to seek out and develop new working relationships and follow through with proposals or quotes as appropriate.

8. Demonstrated organisational and time management skills with proven ability to determine work priorities, meet deadlines and take follow up action until finalisation.

9. The ability to work effectively independently & unsupervised and the drive to see sales through to completion.

DESIRABLE:

1. Tertiary qualifications in engineering, sales, projects or another relevant discipline.

2. Technical knowledge of Mill Relining Systems

3. Well developed after market and services acumen

4. Demonstrated ability to adapt to and cope with unstructured tasks and a range of situations in a deadline-driven environment

5. Well-developed Microsoft Office skills, primarily in the use of Excel spreadsheets for pricing and sales data analysis and word processing for quote presentation

6. Advanced user experience in Asset Support Platform (ASP) and CRM systems, such as, Microsoft Dynamics 365 and Power Bi

Possession of a valid South African Driver’s Licence.

Special conditions:

• International and domestic travel may be required as part of this role
• May be required to support International Customers outside conventional business hours