Field Customer Support Manager

Profile

u003cpu003eField CSMs are the vocal point for our installed base when it comes to ensuring customer satisfaction on field service activities, maintaining connectivity with LCM customers on the services we deliver. They provide proactive support on brownfield accounts with respect of field interventions during plant turn around. The Field CSM will also act as the liaison between Field and Sales departments to ensure a smooth communication and coordination process.u003c/pu003enu003cpu003eu003cstrongu003eDUTIES u0026amp; RESPONSIBILITIESu003c/strongu003eu003c/pu003enu003cpu003eu003cemu003eListed in order of relevance:u003c/emu003eu003c/pu003enu003culu003enu003cliu003eProactively sell services {Call Backs} to existing installed base​u003c/liu003enu003cliu003eCollect and log TAR dates​ into enterprise system (NetSuite)u003c/liu003enu003cliu003eClosely work with the Field coordination and Field management teams to firm up TAR schedules ahead of timeu003c/liu003enu003cliu003eSell Field Optimization Services (Surge testing, tuning, etc.)​u003c/liu003enu003cliu003eMine support tickets system and Field Reports for opportunities​u003c/liu003enu003cliu003eBuild Proposals for all of the above ​u003c/liu003enu003cliu003eForecasting of proactive Call Backs​u003c/liu003enu003cliu003eHandle customer support tickets as and when needed / usefulu003c/liu003enu003cliu003eReview Commercials Terms u0026amp; Conditionsu003c/liu003enu003cliu003eRespond to change productively and handle other duties as required.u003c/liu003enu003cliu003eFollow all company safety policies and procedures.u003c/liu003enu003cliu003eReport and follow up on quality issuesu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eEDUCATION u0026amp; EXPERIENCEu003c/strongu003eu003c/pu003enu003cpu003e- University or Bacheloru0026rsquo;s Degree in Automation, Industrial Technology, Engineering or related field.u003c/pu003enu003cpu003eOr extensive experience in field service jobs (more than 3-5 years) required. Or combination of both.u003c/pu003enu003cpu003e-u0026nbsp;3 years of previous work experience with Turbo Machinery Control Systems (Compressors, Steam/Gas Turbines, Expanders, Generators) and Process Control highly desirable.u003c/pu003enu003cpu003e- Desirable clerical experience in preparation of quotes utilizing an enterprise system.u003c/pu003enu003cpu003eu003cstrongu003eKNOWLEDGE u0026amp; SKILLSu003c/strongu003eu003c/pu003enu003cpu003e- Business and Commercial acumen.u003c/pu003enu003cpu003e- Proficient writing ability with emphasis on consultative selling approach.u003c/pu003enu003cpu003e- Well-spoken and strong ability to multitask and coordinate between different company departments.u003c/pu003enu003cpu003e- Strong attention to detail, strong word processing skills and experience with electronic filing.u0026nbsp;u003c/pu003enu003cpu003e- Highly developed ability to understand and address technical questions and/or problems.u0026nbsp;u003c/pu003enu003cpu003e- Prior experience with CCC products and processes highly desirable.u003c/pu003enu003cpu003e- Proven ability to be proactive in customer engagement and high sense of urgency.u003c/pu003enu003cpu003e- Proficient in the use of Microsoft Office, ERP systems (NetSuite) and web-based software.u003c/pu003enu003cpu003e- Ability to read, speak and write in u003cstrongu003eu003cemu003eEnglishu003c/emu003eu003c/strongu003e required.u003c/pu003enu003cpu003eu003cstrongu003eWORKING CONDITIONSu003c/strongu003eu003c/pu003enu003cpu003eThe noise level in the work environment is usually moderate.u003c/pu003enu003cpu003eDomestic and/or international travel may be required.u003c/pu003enu003cpu003eu003cstrongu003ePHYSICAL REQUIREMENTSu003c/strongu003eu003c/pu003enu003cpu003eThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.u003c/pu003enu003cpu003eWhile performing the duties of this job, the employee is frequently required to sit; use hands to manipulate computer input devices, finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.u0026nbsp; The employee is occasionally required to stand and walk.u0026nbsp; The employee must have sufficient mobility to enable travel to industrial sites, offices, and facilities. The employee must occasionally lift and/or move up to 25 pounds.u0026nbsp; Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.u003c/pu003enu003cpu003eDisclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.u0026nbsp; It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.u003c/pu003e,EqualOpportunityEmployerDescription:Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities,PayTransparencyPolicyStatement:The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c),MatchScore:1.0,HasApplied:false,ApplicationJobBoardName:null,ApplicationJobBoardId:null,DateApplied:null,Salaried:true,CompensationAmount:null,PublishingStatus:1,Links:[],BehaviorCriteria:[],MotivationCriteria:[],EducationCriteria:[],LicenseAndCertificationCriteria:[],SkillCriteria:[],WorkExperienceCriteria:[],JobBoardMemberships:[{JobBoardId:b8f7cbd0-57de-4015-ad3c-3c47609acb17,PublishedInternal:true,PublishedExternal:true,ExternalPostedDate:2021-12-17T19:11:54.048Z,InternalPostedDate:2021-12-01T19:49:57.981Z}],AssessmentUri:null,AssessmentStatus:null,OpportunityIsClosed:false,TravelRequired:null,TravelDescription:null,SupervisorName:null,Assessments:[],ApplicationId:null,CompensationAnnualMinimum:null,CompensationAnnualMaximum:null,CompensationHourlyMinimum:null,CompensationHourlyMaximum:null,CompensationCurrency:null});

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