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Customer Service Representative

3 months ago

ahmedabad, India Siemens Energy Full time

Customer Service Representative - IGC Parts

About the Role

Location India Gujarat Ahmedabad Company Siemens Energy Industrial Turbomachinery India Private Limited Organization Transformation of Industry Business Unit Compression Full / Part time Full-time Experience Level Experienced Professional

A Snapshot of Your Day

You will be part of our spares parts department which extended support of the Product Competence Centers (PCC’s) of Siemens Energy for Compression. You will be part of the regional Asia-Pacific team, supporting to prepare spare parts offers on behalf of PCC’s. Within your role you will be responsible for a specific country and all communication during the proposal stage. This position, in coordination with Client Managers will also perform proactive client site visits in order to determine client parts needs and opportunities for Parts sales. The CSR serves as a local sales support contact for assigned territory and will provide basic technical support to clients on an as needed basis.

How You’ll Make an Impact

Single and Primary Point of contact for the assigned country for all spare parts' request. Prepare formal bids and proposals, using SAP and relevant tools to prepare and enter quotes on an accurate and timely basis. Liaising and coordinating with the relevant PCCs to establish timely submission of quotations and proposals. Ensure maximum levels of Quote Response Time (QRT) and call out if required. On all quotes/orders under incumbent’s control, they will be responsible for: review, verification, pricing, delivery, margins, entry, delivery alternatives, coordination, priority fee review, returned material, credits and customer complaints. Analyze tender requirements, identify, lead, and mitigate risks in the commercial areas including currency risks, financial security instruments, terms of payment, insurance, export control & customs, and compliance. Participate in customer negotiations including pricing, improving delivery and non-standard Terms and Conditions. Initiate Engineering jobs for review and updates as needed by client requirements. Coordinate with Engineering and Manufacturing to establish new drawings, drawing revisions and the use of alternate material to resolve delivery and scheduling problems. Establish lead times by use of current manufacturing department data, direct negotiations with planners, buyers and manufacturing personnel. Using available resources provide delivery alternatives when vital for purchased and manufactured items. Apply premium charges per current published standards and direct negotiations with customers Review and book customer purchase orders and advise Order Management and SCM. Sends out Order Acknowledgement to the client. Proactively follow up on opportunity status prior to quote validity expiry; provide extension / quote revalidation if required. Work with client managers to plan visits to strategic growth business. Review forecasted outages with Client manager and support the development of Recommended Spare Parts list (RSL) to grow emergent parts sales. Supporting clients need for parts and hand-off lead generation to the sales team Counsel clients (in coordination with the regional client manager) for the covered fleet regarding performance, improvements, outage planning and parts management. Perform a work of intelligence to understand the installed machines, to win back parts being purchased from other companies, and to upsell parts. Provide clients with basic product and technical support and inform clients about parts life cycle time, material characteristics, and manufacturing processes. Provide fleet specific know how and marketing expertise tailored to the specific needs of the client. Meet the parts selling growth targets as assigned yearly. Lead financial results according to set targets and optimize gross profit and cash flow. Domestic / international travel required.(Bullet points outlining the responsibilities and challenges of the role that allow candidates to make an impact)

What You Bring

2-5 years experience in field of Rotating Equipment (Centrifugal Compressors, Reciprocating Compressors Steam Turbine, preferably in Oil & Gas sector) Excellent communication, interpersonal, and presentation skills, maintaining a professional and organized approach. Excellent digital literacy and experience with Microsoft Office Suite (Word, Excel, Outlook, Power-Point), Experience with ERP software (Oracle, SAP etc.) is highly desirable. Bachelors / Diploma or equivalent experience in Mechanical Engineering Accuracy & attention to detail when working towards tight deadlines. Ability to work collaboratively and individually with the same passion and intensity. Good organizational and time management skills. Self-motivation to find efficient and effective ways to accomplish end goals. Knowledge and understanding of Siemens Energy’s products and services.