JBT Corporation

Customer Care Support Engineer I

US-CA-Madera
2 weeks ago
Requisition ID
2017-2592
# of Openings
1
Category
Aftermarket (Sales & Mgmt)

Overview

This position is responsible for receiving customer requests, contacting customers and following-up with customers to increase aftermarket (parts and service) sales volume and profitability. The incumbent will be required to field and respond to customer parts and/or service technical and/or commercial inquiries, to coordinate/manage the research required for developing basic to intermediate technical parts and/or service estimates and proposals, and to develop and deliver such estimates and proposals in a professional, accurate and timely manner.   Incumbent will also be responsible for the management of sold parts and/or service projects as assigned

Responsibilities

No direct reports. Will be required to help the department manager in assisting and/or training the Customer Service Associates as required.

 

External contact with customer’s personnel including purchasing, accounting, project managers, and technical representatives to coordinate customer proposals and orders.

Internal contact with FPSD’s employees and contractors including Accounting, Engineering, Sales, Application Engineering, Field Service, Purchasing, Manufacturing, and Materials departments to coordinate parts and service related project estimates, and in coordination of customer orders.

 

Incumbent must maintain the ability to interact with engineering, purchasing, manufacturing, and accounting departments on Customer Order issues with minimal supervision, and to maintain and apply a working knowledge of all Customer Service department procedures.

 

Work product to be generally managed and reviewed/monitored by direct supervisor and other colleagues before being released direct to the customer. Errors in the quotation and entry of Customer Orders are found during engineering, purchasing, and manufacturing processing. Primary impacts of errors are customer financial claims and loss of customer confidence.

 

Receive, coordinate and/or process customer parts inquiries via phone, fax, email and website as required. Must be able to utilize knowledge/experience and other resources to respond to customer requests quickly and accurately.

 

Prepare simple to intermediate machinery rebuild, parts and/or service proposals to support assigned product lines.

 

Proactively up-sell and/or follow-up with customers to grow sales volume. Actively contact existing and past customers in follow-up to lost parts orders (i.e.: to competitors or based on reduction in order volume year over year) and identify reasons why customers are not buying parts from us. Compile all relevant information/business intelligence/competitor intelligence into proper report form and distribute to upper management and marketing so appropriate actions can be taken as needed.

 

Assist customers with technical questions that may require research and consultation with other colleagues, departments and/or JBT FoodTech divisions.

 

Follow-up and track status performance on all assigned parts estimates/proposals, technical inquiries, orders and shipments in an effort to provide excellent customer service.

 

Develop costing estimates and pricing to support assigned product line proposals for new and/or rebuilt parts, and parts and/or service project proposals.

 

Manage assigned basic to intermediate parts/service projects from inquiry to installation as required

 

Follow department processes and procedures required to assure effective parts margin performance within department sales goals.

 

Assist with the creation of new or updated Sales and Marketing information including technical literature/brochures, competitor information and comparisons, trade journal articles or advertisements, etc.

 

Assist Aftermarket Sales with sales presentations at customer sites as needed

 

Work various shifts to support international customers and after-hours emergencies

 

Speak, read, and write in Spanish is heavily preferred/desired

 

This position requires frequent sitting and operation of computer with use of a keyboard, mouse, and terminal screen. The employee is occasionally required to; stand, walk, stoop, kneel, crouch, or crawl. Infrequent lifting of up to 20 pounds also required.

Qualifications

  • Four-year BS or BA degree in Engineering, Industrial Technology, or Food Science is required.
  • One (1) to three (3) years of manufacturing experience in a build to order environment is preferred.
  • Basic technical understanding of some of FPSD’s products and services
  • Proficient with a PC and MS Office software applications (Word, Excel, PowerPoint, Outlook), and exhibited ability to quickly and effectively learn other computer programs/software.
  • Ability to present ideas and information clearly and concisely to individuals or to a large group, orally (over the phone and in meetings) and in writing (emails, proposals, faxes, letters, etc.).
  • Solid interpersonal, negotiation and consultive salesmanship skills. Ability to develop and present solutions with enthusiasm, and gain commitment from others.
  • Strong mechanical aptitude. Electrical/controls knowledge/experience is a plus. Ability to grasp and learn technical concepts quickly. Experience with industrial food processing equipment is preferred. Experience with thermodynamics, fluid dynamics and lubricants is a plus.
  • Ability to read and interpret technical drawings. Experience with AutoCAD and 3D modeling software (i.e.: Pro E, Solidworks) is a plus.
  • Effective organization, problem solving and prioritization skills. Must be able to handle multiple tasks at one time, while paying great attention to detail.
  • Ability to work various shifts
  • Ability to travel domestically and internationally as required
  • Have a valid CA. drivers license and has or can obtain a valid Passport
  • Bilingual in English, and in Spanish (speak/read/write) is heavily preferred/desired

 

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to www.careeronestop.org

You may also call Megan Meagrow at 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment.

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