After-sales Associate

1.0 GENERAL JOB DESCRIPTION

The ASA shall be mainly responsible for:

1. generating revenue from parts/service sales according to the objectives of the SASD Customer Support Section

2. customer relations management, providing after-sales, commercial, and technical support to assigned accounts

2.0 DUTIES AND RESPONSIBILITIES

The ASA shall:

2.1 Manage the after-sales activities for the accounts/territories to be assigned, through

A. periodic visit to customer to pro-actively assess their after-sales requirements

B. aligning the customer's after-sales requirements with the products and services of EOS, and

C. promoting the usage and selling of EOS' parts and services to generate parts and service revenue.

2.2 Recover inactive customers to generate parts and service revenue.

2.3 Develop and manage new accounts/territories to generate revenue from the sales of parts and services for core and non-core products.

2.4 Manage the customer relationship activities to maintain customer retention, by:

A. Monitoring the status of customer's equipment to ensure that appropriate service support is provided at all times

B. Ensuring that customers' requests for assistance/complaints are given appropriate and on-time response and action

C. tracking the progress of service job and parts order, updating the customers regularly on the status and ensuring that these are completed or delivered within the committed time,

D. promoting goodwill and building good business relationship

2.5 Regularly coordinate with the Service Team to:

A. ensure that the appropriate service support is provided to customers at all times

B. technical reports/equipment inspection reports are timely submitted to customers and available on-time for preparation of parts/service proposals

C. track the progress of service job orders, address operational issues/concerns, and ensure that they are completed within the committed time

D. visit machine jobsites (as may be necessary), to fully assess the condition of the equipment and determine the required parts/services

2.6 Manage the parts and service sales process, through:

A. submission of monthly after-sales revenue forecast

B. submission of reports

B1. weekly activity plan

B2. weekly revenue results

B3. weekly quotation tracking

B4. monthly parts and service revenue with analytics

B5. Other reports that may be needed as the job may require

C. preparation and submission of parts/service proposal

D. follow-through with customers for the approval of parts/service proposals

E. collection of payment for parts/service sales transactions

F. coordination with Parts Department/Supply Chain Departments to ensure timely delivery of customers' parts order

2.7 Regularly coordinate with the CS Team leader/Parts Manager for parts stock planning to ensure the availability of parts for the after-sales business.

2.8 Assist in marketing activities relative to parts and service promotions.

2.9 Execute other functions related to her/his foregoing duties and responsibilities, as may be required/assigned by her/his Superiors.

QUALIFICATIONS:

• Preferably a graduate of mechanical engineering or technical vocational course in heavy equipment, automotive or mechatronics

• With minimum 1-2 years relevant work experience in the heavy equipment or light equipment, or automotive industry, in the field of customer relations/ parts and service sales

• Technologically-adept and familiar with computers and office applications

• Detail-oriented, can read and understand equipment manuals and be able to correctly identify parts requirements and corresponding part numbers

• Excellent interpersonal relationship and can interact well with customers and teammates