SCOPE OF WORK AND REQUIREMENTS
The role is dedicated to serving customers and act as their representative to check on work that has been delivered to ensure quality and on time completion. They are also referred to as Customer Consultant and must understand the internal escalation process in order to ensure customers issues are being addressed and handled promptly by respective stakeholders to resolve issues, especially Hot Jobs. They understand customers needs and work out solution offerings to meet those needs.
Customer Consultant is a Customer Advocate who drive resolution of issues, which may require resources and/or agreement across several departments. Customer Consultant has the customer's best interest in mind and the goal is to address the immediate customer issue in a highly responsive manner, proactively identify the root-cause and provide recommendations for resolution.
Customer Consultant is a key point of contact for customers in assigned accounts or geographic area and provide both pre- and after-sales support. The role is responsible for developing long-term customer relationships to achieve customer satisfaction, maximize account penetration and customer in compliance with the company's strategy. The role requires technical knowledge, customer focus, and ability to work closely with other departments and functions to deliver value to customers.
Principal Responsibilities:
- Act as customers representative and point of contact for any and all matters specific to the customers
- Encourage customer growth and loyalty to the company through continuous support and customer assistance Manage a portfolio of accounts and utilizes account management process to identify key customers and to develop specific action plans to grow identified accounts
- Identify potential options that would be required to meet customer needs and work closely with Technical Support Team to make those options available to customers
- Identify potential opportunities with existing and new customers and update customers on Service Valued Added Offering, such as TCS, AFD retrofit etc.
- Resolve customer complaints by investigating problems with internal stakeholders; develops, evaluates, and discusses possible solutions internally and make recommendation to customers.
- Organize regular Service Reviews with customers and Ops team on Hot jobs and critical issues.
- Understand customers / Vertical Market Needs and determines pricing and selling strategies.
- Prepare and review contract terms and conditions using standard Trane templates when applicable.
- Present the proposal to the customer.
- Provide marketplace feedback, including competitive information, customer expectations, industry trends, etc.
Candidate Profile:
In terms of the performance and personal competencies required for the position, we would highlight the following:
- Bachelor's degree in engineering
- At least 2 years direct sales experience. Knowledge in HVAC system, Chiller Plant, Airside, Energy Services and Building Services will be essential.
- Ability to read, analyze, and interpret engineering documents.
- Able to solve complex problems. Integrates and interprets data from diverse sources to find solutions
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Excellent verbal and written communication skills
- Able to work independently and collaborate with multi-functional teams
- Organizational and time management skills
- Customer focus mindset
- Innovative mindset and willing to explore new front
- Strong computer skills in a Microsoft Office environment
