B&P Service Advicer

Job RoleReceives and processes customer orders, inquiries, and/or complaints covering items or products ordered and supports customers through specialized technical or scientific knowledge/product applications. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature.Job ResponsibilitiesDevelop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coachingDevelop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standardsInterview the customer, following a complex multi-level sales script, to clarify the customer's requirements. And/Or assist in conducting interviews with potential customers to collect client requirements, making detailed notesLook for opportunities during service interactions to bridge customer needs to additional products/services offered by the organizationMaintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/serviceProvide advanced product/service information and respond to complex customer questions about the product/serviceRecord and process custom/special customer orders, often dealing with ambiguous delivery expectationsRespond to basic issue escalations promptly and appropriately; provide managerial approvals as requiredSchedule follow-up actions and enter relevant information into the CRM system after each customer visist to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities EducationBachelor Degree in Mechanical Engineering or Equivalent is prefrableRequired Qualifications & SkillsJob-related Skills Strengthens Customer ConnectionsMasters Service ConversationsNavigates Customer ChallengesLeverages Digital Communications with CustomersService Into SalesAction PlanningBuilds Customer LoyaltyCustomer-Focused ApproachCompliance ManagementComputer SkillsProvides Technical SupportTroubleshoots Technical IssuesHashtags