About the role
Responsibilities and Duties:
- Perform installation, calibration, maintenance and repair of the instruments and parts via visits, telephone and/or email.
- Ensuring high level of customer satisfaction for all instruments in the assigned product lines, designated territory and customer accounts.
- Serving as the primary customer contact for technical and service issues for the product lines, designated territory and customer accounts.
- Identifying, managing and coordinating with various departments in the company to resolve customer concerns proactively.
- Ensuring that the maximum number of instruments from the assigned product lines and territory are covered under Annual Maintenance Contract.
- Taking responsibility and following-up for collection of service receivables.
- Quoting, negotiating and closing service contracts and repair charges with customers.
- Ensuring full compliance to CRM and AP Service processes, workflows and guidelines.
- Ensuring monitoring and managing of CRM saved searches to ensure proper check and control on various tasks.
- Strict adherence to all systems at AP
- Gaining and regularly updating a comprehensive technical knowledge of the assigned products.
- Identifying and transferring leads and sales opportunities to members of the sales team.
- Communicating new service opportunities, special developments, information, or feedback gathered through field activity to appropriate colleagues.
- Ensuring timely and effective communication with customers and colleagues.
- Assist Sales Team in conducting demonstrations, when required.
Required Skills and Abilities:
• Excellent written and verbal communication
• Must have - interpersonal, problem-solving, presentation and organizational skills
• Ability to work independently and responsibly
• High commitment to customer satisfaction
• Willingness for extensive travel as per the work requirement.
Education and Experience:
• A proven track record in instrument service for at least 6 – 8 years
• Master’s/ Bachelor’s degree