After-Sales Technical Account Manager

Job Title: After-Sales Technical Account Manager

Industry: Packaging and Bottling Machine Manufacturing

Job Overview
The Technical Account Manager contributes to the organizational goals by supporting the customers to manage their operations in an efficient manner and assisting them to get value from their machines by monitoring utilization, line efficiencies, and output. He/she is also responsible for liaising with the customer and establishing their spare parts, service, operating supplies, and training needs, then ensuring that those needs are met in a timely and satisfactory manner.

As a Technical Account Manager, you will not only manage key accounts but also build lasting partnerships and navigate complex challenges with agility and purpose. Your role is pivotal in delivering impactful solutions that ensure our customers extract maximum value from their operations.

Tasks and Responsibilities

• Manage key account customers.

• Promote aftersales proactively by advising customers on aftersales solutions and constantly following up with them to successful completion.

• Support the after-sales coordinators with creating opportunities and maintaining the CRM system.

• Proactively follow up on quotations and clarify with customers all technical and commercial aspects in detail.

• Jointly plan interventions with the customer, mobilize internal resources, and ensure that interventions are conducted in a timely and efficient manner.

• Proactively manage receivables in collaboration with the sales team and ensure customers pay for invoices as they fall due.

• Provide monthly and quarterly forecasts for order intake and turnover in collaboration with the sales team.

• Handle and execute aftersales projects such as, but not limited to, audits and overhauls.

• Be involved with special projects through assisting in the coordination of internal and external communication with the client.

• Travel to specific client locations and conduct product presentations, provide technical expertise, and advise on solutions regarding aftersales products.

• Attend customer and relevant project meetings.

• Initiate received orders and build the client relationship by keeping them informed of the status of their orders and ensuring deadlines are met.

• Ensure that customer orders are processed and delivered to customers' satisfaction.

• Organize, plan, and validate all technical activities and tasks in collaboration with the client's personnel where appropriate.

• Manage reclamations for new machines.

• Coordinate all communication between our client's regional and global teams and the client in collaboration with the sales team.

• Manage maintenance contracts.

• Ensure that projects are effectively monitored, checked, documented, and correctly verified.

• Take responsibility for achieving project targets i.e., contract conditions, customer satisfaction, budgetary control, profitability, and timelines.

Requirements Qualification, Experience, Behaviours & Skills

• Higher National Diploma or University Degree in Engineering/Project Management.

• 5 years' experience in a similar role, preferably in Packaging and Bottling Machine Manufacturing.

• Proficiency in MS Office – Word, Excel, PowerPoint, Project.

• Experience in SAP.

• Knowledge in project management principles and techniques.

• Knowledge of our client's technology and its range of equipment.

• Exposure to complex projects.

• Strong verbal and written communication skills.

• Build mutually beneficial relationships with all levels of management and technical clients, both internally and externally.

• Create and manage project plans, monitor timelines and resources, and address problem areas.

• Strong written and oral communication skills in English.

• Pragmatic "can-do" attitude and hands-on approach to achieve targets.

• Able to travel both domestically and internationally.

• Possess a valid passport.

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