We are looking for a product & service advisor with a strong customer service and/or sales background. We are a small company, and this job requires wearing multiple hats. Being able to multitask and manage time is a prerequisite for this position. If you are multi-faceted, detail-oriented and have great mechanical and electrical aptitude, you would make a good fit. If you are not afraid of being client-facing or making decisions, you would be a great fit for this position. Being a small growing company, there is much room for growth and opportunity to transition into other departments down the road.
Responsibilities will include, but are not limited to:
Primary contact for all incoming technical (equipment troubleshooting) support issues
Troubleshoot product issues via phone, video conference and emails
Monitor open cases and ensure same-day response.
Proactively call out to resolve open issues and build relationships with customers.
Establish professional relationships with key personnel in customer accounts.
Upsell when given the opportunity.
Develop training programs and create reference materials for customers.
Plan and conduct product service training to dealers (on-site and virtual).
Train support reps on technical and service information.
Travel for client visits and trade shows (<20%)
Liaison between manufacturer and other team members.
Keep the team updated on product and part updates.
Monitor and track inventory, and reorder accordingly to avoid backorder or over-stock situations.
Test and review returned products and determine credit value.
Audit inventory. Strive for <0.1% discrepancy in total value of inventory.
Manage suppliers and vendors and optimize CoGS and freight-in costs.
Take initiatives in improving business processes, customer satisfaction
Others as assigned by supervisor
Strong integrity, teamwork mentality and work ethics
Reliable and punctual
At least 5 years of client-facing customer service or sales experience
Able to draw solutions from ambiguous situations and willing to see them through
Able to work under minimal supervision and make executive decisions when necessary
Ability to build and expand relationships with customer contacts
Excellent communication skills (written, verbal, and listening) and adept in public speaking, presentations, and seminars
Technically literate with an aptitude to understand, present, and position our solutions to customers
Have a sense of urgency to address issues and resolve them in a timely manner
Able to lift up to 50 lbs and use tools.
Technology and computer-savvy;
must be willing to consent to reference, background checks and drug screening
No restrictions traveling nationally and internationally
Huge Pluses, but not required:
Experience selling or supporting capital equipment products
Experience and insider knowledge of shipping, specifically LTL
Experience using NetSuite
Experience with inventory management
Additional Salary Information: Bonuses
About Steamericas, Inc.
We are best-known for the Optima Steamer, revolutionary industrial cleaning equipment that drastically reduces water and chemical consumption. Our customers range from one-person start-ups to transnational companies in over 120 countries around the world! With growing concerns for water shortage and environmental impacts from chemical usage, we are destined to grow with the right people (You!) in place.
We take employee education and growth seriously. You will be exposed to almost every aspect of running a small company successfully. If you like to learn, work hard & smart and be recognized for your contribution, this is the company for you. You will have to be proactive coming up with solutions and capable and willing enough to execute solutions. If you need black and white structure and feel more comfortable following orders, this is not the company for you.