Generating revenue from parts/service sales according to the objectives of the SASD Customer Support Section
Customer relations management, providing after-sales, commercial, and technical support to assigned accounts
2.0 Duties And Responsibilities
The CSA shall:
Manage the after-sales activities for the accounts/territories to be assigned, through
Periodic visit to customer to pro-actively assess their after-sales requirements
Aligning the customers after-sales requirements with the products and services of EOS, and
Promoting the usage and selling of EOS parts and services to generate parts and service revenue.
Recover inactive customers to generate parts and service revenue.
Develop and manage new accounts/territories to generate revenue from the sales of parts and services for core and non-core products.
Manage the customer relationship activities to maintain customer retention, by:
Monitoring the status of customers equipment to ensure that appropriate service support is provided at all times
Ensuring that customers requests for assistance/complaints are given appropriate and on-time response and action
Tracking the progress of service job and parts order, updating the customers regularly on the status and ensuring that these are completed or delivered within the committed time,
Promoting goodwill and building good business relationship
Regularly coordinate with the Service Team to:
Ensure that the appropriate service support is provided to customers at all times
Technical reports/equipment inspection reports are timely submitted to customers and available on-time for preparation of parts/service proposals
Track the progress of service job orders, address operational issues/concerns, and ensure that they are completed within the committed time
Visit machine job sites (as may be necessary), to fully assess the condition of the equipment and determine the required parts/services
2.6 Manage The Parts And Service Sales Process, Through
Submission of monthly after-sales revenue forecast
Submission of reports
Weekly activity plan
Weekly revenue results
Weekly quotation tracking
Monthly parts and service revenue with analytics
Other reports that may be needed as the job may require
Preparation and submission of parts/service proposal
Follow-through with customers for the approval of parts/service proposals
Collection of payment for parts/service sales transactions
Coordination with Parts Department/Supply Chain Departments to ensure timely delivery of customers parts order
Regularly coordinate with the CS Team leader/Parts Manager for parts stock planning to ensure the availability of parts for the after-sales business.
Assist in marketing activities relative to parts and service promotions.
Execute other functions related to her/his foregoing duties and responsibilities, as may be required/assigned by her/his Superiors.
Preferably a graduate of mechanical engineering or technical vocational course in heavy equipment, automotive or mechatronics
With minimum 1-2 years relevant work experience in the heavy equipment or light equipment, or automotive industry, in the field of customer relations/ parts and service sales
Technologically-adept and familiar with computers and office applications
Detail-oriented, can read and understand equipment manuals and be able to correctly identify parts requirements and corresponding part numbers
Excellent interpersonal relationship and can interact well with customers and teammates
