- Microsoft Excel
- Microsoft Office
Job Description Summary
This is a commercial customer service role. You will act as the single point of operational contact for after-sales activity to a specified fleet of offshore vessels with Power Conversion equipment. In addition, you will also be responsible for the commercial management of day to day customer enquiries for after sales service and small upgrades.
Flexible role, managing the day to day service and maintenance requirements of a variety of GE Power Conversion’s Marine Offshore customers.
Building robust relationships with internal teams and internal / external customers.
Managing reactive and planned maintenance activities of marine vessels.
Managing Long Term Service Agreement contracts ensuring we leverage the terms of the contract to maximise the departments cash flow and profit whilst ensuring we meet customer KPI’s.
Maximise the number of present and potential customers, protect the market share of the Offshore business and the Company, in accordance with Offshore business strategy
Liaise with customers to identify their requirements
Keep customers informed of the progress of sales enquiries from initial contact to tender offer
Participate in Offshore Service and Offshore Business promotions of the Company
Be aware of the Company’s competition and seek to maximise opportunities by offering customers a better service and solution to their needs
Proactively approach the installed base, based on the Offshore business growth plans, to sell current and new services offered by Offshore service
Produce tenders for field service activities and small fixed price upgrades in partnership with ITO team
Support ITO team to produce larger value CMU proposals.
Liaise with management/project engineers / other departments to obtain technical, contractual and financial solutions
Follow up tender offers (working with field sales staff as appropriate) within reasonable timescales to obtain an order
Establish extent of the contracts and the reviews required
Liaise with suppliers/subcontractors and other businesses involved, including placing orders with suppliers/subcontractors
Introduce customers to the Offshore Service organisation and maximise the opportunity to cross sell other services, for example service contracts, training and spares
Manage all day to day reporting, resourcing, and planning activities from service contract customers
Attending customer meetings and present performance results against contract KPI’s.
Manage debtors via clear accurate documentation, communication and robust debt chasing when necessary.
Use Servicemax tool to:
Manage cases efficiently and accurately, ensuring prompt creation and update of records thus, maintaining on time delivery and customer response metrics.
Raise sub cases to ensure correct allocation of various service requests.
Use escalation and safety procedures when appropriate.
Raise works orders for dispatch requests of Field Service Team.
Use SAP tool to:
Ensure Billing and Trading milestones are forecast and fulfilled on time and accurately to ensure we meet department’s financial targets.
Manage risk and opportunities and communicate appropriately to optimise acceleration and avoid slippage of financial milestones.
Produce accurate and prompt invoices and purchase orders to help reduce debtors list to a minimum and maintain the departments cash flow metrics.
Manage project costs
Complete Project Review process quarterly for each large contract.
Must be the customer’s advocate.
Must be able to balance customer requirements, with GE capacity and P&L requirements
Excellent communication at all levels (may be presenting to senior level customer’s / GE senior management team or liaising with vessel superintendents)
Multi-tasking and time management
Understanding of key financial documents and procedures (project reviews, invoices and purchasing process using SAP, Billing and trading process.)
Engineering background or technical knowledge would be an advantage.
Proficient in standard Microsoft Office programs.
Degree in commercial or technical subject with more than five years of relevant experience
Proven project management capability
Experience of after-sales activity
Excellent written and verbal skills,
Able to work alone and as part of a team
Able to travel within the UK and Overseas as required
Knowledge of Microsoft packages particularly Excel
Knowledge of Marine Offshore Industry
Knowledge of GE equipment
Knowledge of Servicemax/SAP
Relocation Assistance Provided: No