- Serves as the most visible representative of National Machinery Customer Support Services, having a high degree of customer contact both in person as well as on our Hotline.
- On days spent in the office:
- Works directly with customers to troubleshoot machine problems, recommend possible solutions, identify potential repair parts, and discuss service support.
- Performs all Customer Support Representative duties during periods of non-travel, including but not limited to issuing quotations, answering Customer Support Hotline phone/video calls and responding to customer emails.
- Works independently with customers to schedule machine evaluations, and follow up with specific recommendations and quotations.
- On days spent at customer plants:
- Performs hands-on machine evaluations requiring the disassembly and reassembly of equipment using established measurement and reporting procedures.
- Present findings from the evaluation directly to customer maintenance staff.
- Make specific recommendations based on your high degree of technical knowledge of their National brand equipment.
- Actively participates in revenue growth by identifying opportunities, developing sales strategies, and tracking results.
- Regularly uses reports to track key performance indicators including evaluation-to-quote conversion and other metrics as assigned.
- Travel will primarily be planned in advance and targeted to be 20-25% of your workdays. International travel may be required occasionally.
- Additional travel and service premiums are available.
- Other duties as assigned.
MINIMUM QUALIFICATIONS: - 2 yr. Mechanical Engineering Degree or significant experience in the assembly and/or maintenance of cold forming machines.
- Must possess the ability to troubleshoot machine malfunctions with minimal information pertaining to the failure.
- Positive, team-oriented attitude with a strong desire to serve as an advocate for customers.
- Strong interpersonal skills with the ability to effectively communicate, both written and verbally, with customers and co-workers.
- Able to plan projects, adhere to tasks and accomplish goals with minimal direction.
- Must always present a neat and professional demeanor while interacting with customers.
- Must possess a valid driver’s license and driving record that allows insurability under company’s policy.
- Must possess basic computer skills, including experience with Microsoft Office.
PREFERRED QUALIFICATIONS: - Extensive knowledge of National Machinery products.
- Familiarity with BAAN ERP system and PDM.
- Competence in the Microsoft Office suite of programs including CRM.
WORK ENVIRONMENT/PHYSICAL DEMANDS:
- Manufacturing and Office environments
- Requires travel to customer facilities where knowledge of and following
- Must be able to regularly lift loads of up to 50 pounds.
- Work can be strenuous, and includes walking, climbing, kneeling, crawling, squatting, pulling (such as on torque wrenches) and assembling large components. safety regulations must be a priority.
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