Customer Support Representative

Role Overview

• To develop plans for aftermarket business growth aligned with both the depot and overall organisational objectives through effective use of customer and market data.
• To maintain and grow the Customer Support Agreement market penetration through the existing machine population.
• To follow up on parts and service estimates created from Engineer Report Generator’s, Engineer Leads and parts enquires in order to maximise conversion rate.
• To identify opportunities in order to increase the participation rate of estimates.
• To lead aftermarket promotions through effective communication and management of depot personnel together with active engagement of customers.
• To identify, report and create actions to address any risks to existing business including Customer Support Agreements.
• To develop and maintain customer relationships whilst seeking opportunities with new customers and maintaining market segmentation data.
• To gather machine population information from customers to ensure accurate fleet database and create sales strategies.
• To monitor and report monthly on competitor and market activity together with variance to business results.
• To represent the organisation at trade exhibitions, events and demonstrations.
• To create detailed proposal documents, often as part of a formal bidding process ensuring accurate, rapid cost calculations providing customers with professional quotations where required.
• Work in accordance with SMT GB standards of health, safety, quality and environmental care.
• Any other duties that may be reasonably requested by your manager.

Requirements

• Must be motivated and able to work on own initiative.
• Strong and applicable commercial knowledge with sound business acumen.
• The ability and desire to sell using strong personal credibility and interpersonal skills.
• Demonstrate good communication skills (listening, verbal and written) with the ability to develop professional relationships at all levels.
• Self-motivated and proactive with a strong sense of ownership and follow up.
• The skills and ability to work both independently and as part of a team.
• Ability to act decisively to facilitate decision making.
• The ability to effectively negotiate by overcoming objections as well as dealing with rejection.
• A strong Customer Service bias; someone who is solution-focused and able to deliver on commitments internally and externally.
• The ability to chair effective meetings including preparation, recording of actions and progress chasing.
• Building and maintaining Dealer’s and Customer’s Relationships.
• Representing SMT GB’s Values and Vision.
• Understanding Supporting SMT GB Tools and Systems.
• Understanding the Customer’s business needs.
• Understanding SMT GB’s Total Product Offering.

Benefits

• Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more.
• Free Physio Access – Speak to a physio by phone or video.
• 24/7 GP Service – Private GP access anytime.
• Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover.
• Enhanced maternity, paternity and adoption leave.
• IVF Support – Paid time off for treatment and appointments.
• Retirement Support – Enjoy bonuses and phasedown days when its time to retire.
• Pension – We match your contributions up to 5%.
• Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
• Cycle to Work – Save on a new bike and accessories.
• Discounts Platform – Save on groceries, holidays, shopping and more.
• refer-a-friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.