Bbio Service & Sales Specialist, Anz ? Bruker Biospin Aftermarket
The primary objectives are:
Provide and achieve targets and goals to develop and grow the Service Business unit to maximize volume and profitability.
Aid instrument sales by maintaining and developing effective, working customer relationships via valued service products.
Observing competitive and market trends.
Oral and written negiotiations with customers, suppliers, partner companies and internal departments.
Ensure customer loyalty and satisfaction throughout any interaction with Bruker local operation
Ensure fulfilment of business plans for service (PnL) as well as for instrument installation for the entire BBIO portfolio in the area of responsibility
Promote and sell the LabScape products (Service Agreements, on-site on-demand and Enhance your lab) as offered by Bruker BioSpin to all existing and new customers.
Evaluate needs and negotiate contracts directly with key accounts or indirectly with 3rd Party Service Providers subject to chart of authority.
Develop existing and build new customer relationships ensuring Bruker is seen as a long-term business partner.
Develop proposal for sales campaigns for specific service products and markets/customers and align campaigns with the Global Market Product Manager for Services &
Lifecycle Support before execution.
Monitor changes or developments within the industry and report to management.
Documentation of activities in our CRM program (Salesforce.Com).
Support Mentoring program for collegues.
Be responsible for the maintenance and delivery of the Service Contract obligations as well as growth of the business for all product groups in BBIO
Deploy global strategy into the regions of responsibility
Control and mandate adequate training level of the service team and monitor training certificate validation.
Establish local escalation process and act as interface to global 2nd level support as well as to the management (RSLS)
Manage and provide all required contract documentation, both externally for the customer and internally for the company.
Monitor resource workload and efficiency. Build up regular reporting and control of appointment scheduling
Manage the service back office administration and HelpDesk support for regions of responsibility
Focusses on leveraging the E-Store sales and its product range.
Work closely with the relevant product manager to leverage further growth potentials and identify wins.
Other duties as assigned that are broadly in line with the above and key objectives.Service related duties:
Maintenance and installation of NMR equipment in the assigned territory.
Provide remote and on-site technical assistance to help troubleshoot and repair equipment.
Coordinate problem resolution with other departments including engineering, customer service, sales and applications to expedite repairs.
Develop and conduct training on the safe operation of equipment and demonstrate skills to trainees, including team members and customers.
Plan and coordinate equipment installation activities, including investigation and resolution of customer reports of technical concerns with advanced testing equipment.
Support the customer in the technical specifications of the laboratory.
Install new or modified systems or accessories at customer\ 's facility to ensure full functionality according to specifications.
Review performance reports and documentation from customers and field representatives, inspect malfunctioning or damaged product to determine nature and scope of problem.
Analyze review and inspection findings to determine source of problem, and recommend repair, replacement, or other corrective action.
Serve as a communication link between the customer and the company to ensure effective service is provided to the customer.
Other duties as assigned that are broadly in line with the above and key objectives
Tenacity and self-motivation inspired by success, enthusiasm, drive and initiative directed towards achieving positive outcomes
Self-discipline and the ability to decide priorities in a rapidly changing commercial environment
An outgoing and likeable personality with a high degree of personal integrity
The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry
A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client
A very high standard of personal presentation.
M.S. or B.S. level chemist, biochemist, physicist or engineer with NMR work experience.
Demonstrated familiarity with a variety of NMR experiments and laboratory experience.
Proven experience and ability with spectrometer hardware and troubleshooting hardware problems.
Previously managing sales in service or instrumentation within science or engineering discipline
A very high degree of understanding business processes and ability to discuss and persuade at all levels of an organisation
Current valid driving licence
No visa disqualification from the USA or EU.
Valid passport and able to travel extensively both domestic and international travel.
Required Skills and experiences
Hands-on knowledge and experience of promoting and selling after-sales support.
Computer literacy for document, presentation preparation and report writing
Excellent interpersonal communication (both written and oral) skills in local language and English
Proven negotiating skills.
Exceptional analytical and problem solving skills.
Ability to deal with people at all levels.
High level of management skills and experience