Outside Customer Care Representative

Position Summary

Reporting to the Aftermarket Customer Care Commercial Manager, the OCCR will be responsible for growing AMF aftermarket part sales, increasing Repair and Modernization (R&M) sales & driving service revenue in their Region. This position will work in close cooperation with OCCR Team Leader, Inside Sales (ISR), Regional Account Managers (RAM) & Field Service (FST) teams to drive customer satisfaction and revenue improvement.

Key Responsibilities

• Using hunting skills, research & develop new opportunities uncovered during customer visits which can be immediately handled by themselves and / or managed by Inside Sales Reps (ISR\'s) or Field Service Tech (FST) teammates.
• Develop and drive to conclusion an opportunity pipeline with probabilities, size, and next steps.
• Provide support to ISR and RAM colleagues in terms of leads and opportunity closure.
• Develop strong relationships with existing strategic customers in your Region and deliver superior customer service and support.
• Execute business presentations, proposals, quotes, service contracts, and R&M (Repair & Modernization) and parts sales.
• Utilize AMF-supplied tools such as CRM (Customer Relationship Management System), D365 (Dynamics ERP System), and others to be developed to ensure superior customer information tracking, pre-call planning, call reports, customer contacts, lead development, priorities, cases, opportunities, and quotes.
• Problem-solve internally to ensure that both the internal and the external customer needs are met in a timely and complete manner.
• Prioritize time to ensure good use of travel resources in a territory including maximum coverage per trip.
• Provide updates to monthly reports to keep the manager and fellow team members (ISR, RAM, FST) informed of opportunities, issues, and support needed.
• Become the 1st line of support for a customer for rudimentary support while in the field.
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers
• Develop and / or hone bakery and bakery equipment knowledge by participating in equipment installs, upgrades, and service as well as assembly at various AMF plant facilities (Sherbrooke, Richmond, Tucker, etc.).

Required Knowledge / Skills & Experience

Desired Knowledge / Skills & Experience

COMPETENCIES

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