Assist the sales team in promoting and selling company products/services Visit job sites within the assigned province to support sales activities Build and maintain good relationships with customers and site personnel Assist in preparing sales reports and updating customer information Support daily sales operations and follow up with customers Learn sales techniques, product knowledge, and field sales operations
Responsible for the efficient and profitable operation of the service department while ensuring a high level of customer satisfaction. This position manages fiscal and operational activities efficiently within the department and organizes and supervises all service activities in the coverage area according to company guidelines. Advises and makes recommendations to the COO with the best interest of the service department.Customer satisfaction and retention Service organization motivation and performance Employee satisfaction and retention Achievement of targets set by company management. Operating expenses and activities within the approved budget. Warranty and goodwill decision within approved level as set by the company. Manages operation activities as listed below :Field service and repair of machines and equipment. Workshop service and repair of machines and equipment. Reconditioning and manufacturing of components. Preparation for new and used equipment. Warranty repairs. Safety program. Compliance with environmental regulations. Ensures workshop (layout, flow and process, staffing) are equipped according to manufacturer’s requirement and standard, necessary shop tools and equipment are available and maintained in good order. Ensures that service literature, instruction manuals, catalogues and factory communications pertaining to the service department are properly maintained, current and brought to the attention of service personnel when appropriate. Cooperation with the sales department in evaluating used equipment for trade-in, performing of emergency service work, and assisting in setting up equipment at shows, exhibits, conventions and demonstrations. Supports the parts department with parts recommendations to ensure that the necessary parts are available so to provide timely service to customers. Maintain discipline of personnel within company policy, in areas of workshop housekeeping and field service practices, including termination, if necessary. Develops repair methodologies, reviews and manages job flow (work order process) to maximize the effectiveness, efficiency and customer satisfaction of the service functions. Assigns tasks to employees, trains employees in appropriate methods of repairs. Provides coaching necessary to develop diagnostic, safety, clean, efficient and effective high quality work to ensure repairs are completed in a timely and correct manner. Manages and judges warranty claims from both technical and commercial views. Participates in major claims dispute, discussion and decision with customers and manufacturer, analyses warranty and goodwill expenses and develops an improvement plan whenever appropriate. Examines quality issues and manages a product quality reporting process, communicates possible improvements to product support team and/or manufacturer. Develops and maintains service organization in conjunction with human resources, written job descriptions covering all functions of the service department Employee performance review at least annually with each employee in the service department. Conduct salary reviews at least annually for each employee. Conducts regular meetings with service department personnel to compare performance with standards and goals. Evaluate and authorize service standards and procedure Establish service department objective, plans, budget and policies Monitor and develop performance of service team Built Communication and Correspondence with principal Developing and maintaining good relationship with customer Monitor and control manpower Productivity Customer satisfaction index will remain above average based on CSI Index. • Achieve service revenue target • Must not exceed expenses set in Department's Budget • 100% of all MIO updating will be complete by the designated due date • Employee Satisfaction Index (ESI) min 65% based on ESI survey. • First response time within 2 hours. • Actual response time within 48 hours. • Service Redo rate (0%). • Machine arrival inspection is completed within 5 days after arrival date. • 100 percent of all product updates (campaign) will be completed by the “designated due dates”. • 100 percent of all CSA periodic maintenance services will be completed by their “due dates”. • Staff turnover of less than 5 percent. • Out of warranty machines CSA Penetration Rate = 30%. • New sold machine CSA Penetration Rate = 70%. • Excess visit ratio is less than 2%. • 100% TSB submission rate (2 TSB/technician/month). • 100% TSB approval rate.
Responsibility Checking 5s around Responsible for coverage customer ( under and over warranty) Responsible for follow up customer requirement Submit quote in order to get approval from customer Authority Communication peer to peer and External customer Tasks Received call from customer (customer inquiry) Daily contact to customer (8 customers) (Call Truck +Lube +Tire) Plan visit customer (3/day) Find 1 new customer /week Make Quo, and get approval from manager and submit to customer Contact to customer for asking the problem and update KM of machine (if have problem need to communicate with service manager and let mechanic check) Submit quotation to customer by phone, email If received spare part money from customer need to inform to admin & account deposit and record as internal document Update AR and follow up customer Achieved target revenue & Daily report KPI data Join COE meeting S/P/Sale /warranty Accountability Communicate with customer for asking problem Deposit spare part money to cashier Cross check stock with warehouse Follow up with SCM for local part Make PO for part oversea Customer visit ( weekly and take payment) Follow up AR Delivery part to bus station incase no have delivery man
Responsibility Execute the selling life cycle (Customer Inquiry, Negotiation, Deal, and Delivery on Time, Payment) of the products Manage the PLM sales team performance, teamwork & productivity within KPI given Give the PLM Sales team, product knowledge through discussion, sharing knowledge session or presentation Checking AR and finding solution Checking pending contract and update term and conditions Controlling stock inventory of PLM products and make forecast Organize and analyze the PLM sales report in weekly basis and report GM/AGM Make root caused analysis of Lost of Customer report and make mitigation action plan Survey and summary competitors market share and their strategies Make strategies through products lead Cambodia market Research and develop set up effective branch in province Request products training from oversea for sales department Analysis lost sale on the market Cooperate with ERP department for update database system interface Cooperate with marketing department for event planning, design products catalog Define best price for customer within limitation given by Country Manager Manage customer relationship and engagement long time cooperation Recruit agencies /introducers /sub dealer across province, manage relationship and drive the sales performance of sub dealer. Authority Approval of CCO ,proposal for RFQ/RFP hard copy / soft copy (ERP Netforce) Approval staff leave / car booking / expense Approval product discount and term of payment installation. Tasks Weekly report summit to Superior Monthly KPI report review Summary monthly business plan Daily sales team coaching and soft skills training Lead sales to achieve KPI given Accompany sales meeting with customers Coordination with Integrated Marketing Communication (IMC) and Brand Manager in terms of product knowledge for advertising, special campaign or event purpose Make roadshow event launch new products Monthly meeting with Sub Dealer within schedule given. Accountability Price calculation and give to sales to negotiate with customer
Prepare daily/monthly sale plan Find and contact new customers to promote and sale products Follow up and coordinate with customers’ order Improve/Develop daily work with creative idea Achieve the goal/target of sale Assist in delivery order Cash collection from customers according to term agreement Making sales report and participate meeting Handle customers complain Execute the selling life cycle (Customer Inquiry, Negotiation, Deal, Delivery on Time Payment) Cooperate with related department Other task assigned by manager