JOB DESCRIPTION:

As Internal Sales, you will use your technical knowledge and customer service skills to provide advice,
support, and solutions to customers on installed materials handling systems and equipment. Your main objective is to
ensure high customer satisfaction, maximise aftersales revenue (spares, service), and support the Aftersales teams.
You will assist with evaluating customer queries and site conditions, preparing technically and commercially sound
aftersales proposals, and coordinating the execution of aftersales work (spares supply, maintenance, repairs). You will
maintain close contact with existing and potential customers to build long-term relationships and identify new
aftersales opportunities. The Internal Aftersales Assistant will liaise regularly with members of the sales, project, and
service teams and colleagues from a range of departments such as design, production, purchasing, quality, and senior
company managers. You will also liaise with suppliers where required.

RESPONSIBILITIES AND TASKS:

• Promote and sell aftersales products and services (spare parts, service contracts, inspections, repairs,
  upgrades and modernisations) that best satisfy customer needs in terms of scope, quality, price, and delivery
  deadlines.
• Receive, assess, and respond to aftersales enquiries, including technical investigations where required.
• Prepare accurate and detailed quotations for aftersales work and spare parts.
• Liaise with Project Engineers, Service Technicians, and other technical colleagues to define scope,
  methodology, and timing of aftersales work.
• Prepare costing models and quotes for after-sales enquiries within the timeframe laid out in process flows.
• Prepare mini procurement sheets for aftersales jobs, and facilitate handover meetings where required
• Coordinate ordering and availability of spare parts and consumables with the Purchasing and Stores
  departments.
• Monitor the progress of aftersales jobs and service work, proactively communicating with customers
  regarding status, issues, and timing.
• Assist in preparing and updating aftersales job files, including technical documentation, reports, and records
  on the shared drive/ERP/CRM systems.
• Work on after-sales support services and provide technical backup to customers and field personnel as
  required (telephonic, email, and online support).
• Support warranty claim assessments and administration in collaboration with Quality and Project/Service
  teams.
• Identify opportunities for system improvements, retrofits, and upgrades during the aftersales phase and feed
  these back to the Sales and Projects teams.
• Assist in preparing and loading aftersales quotes and orders into the ERP/CRM system (e.g. Omni or
  equivalent).
• Prepare periodic reports (e.g. sales performance, open quotes, open jobs, complaints and resolutions) and
  keep complete and accurate customer records.
• Support marketing activities focused on aftersales (campaigns, mailers, trade shows, conferences, customer
  days, etc.).
• Work closely with the Project and Service teams to ensure smooth handover from project completion to the
  aftersales and service phase.
• Achieve agreed monthly and annual aftersales sales targets (spares and service).
• Handle customer complaints professionally, ensuring timely resolution and feedback to the customer and
  internal stakeholders.
• Any other aftersales-related or administrative duties that may be required from time to time.
• Maintain and update customer-specific equipment histories and service records to improve response
  accuracy and upselling opportunities.
• Proactively follow up on quotations to improve conversion rates and identify customer objections or delays.
• Participate in continuous improvement initiatives related to aftersales processes, documentation, and
  customer experience.
• Ensure compliance with company procedures, quality standards, and safety requirements during all
  aftersales activities.
• Maintain accurate forecasting of spare parts and service demand in collaboration with internal teams.
• Compile detailed aftersales spares list for systems
• Identifying potential Service Level Agreement (SLA) clients and assisting in the preparation of draft Service
  Level Agreements.

REQUIRED QUALIFICATIONS:

• A recognised Engineering Qualification. A Diploma in Mechanical Engineering will be an added
  advantage.
• At least 1-2 years’ experience in similar position.

SKILL REQUIREMENTS:

• A solid technical background and ability to sell to a customer.
• Organizational and planning skills.
• The ability to build long-lasting customer relationships
• Analytical, problem-solving and be resilient
• Independent and self-reliance with good interpersonal skills.
• Assertive and have the ability to take decisions.
• Dedicated and focused and be able to multi-task.
• Good communicator, both verbally and in writing and with confidence at any level.
• Sound ability to formulate costings and work out profit margins.
• The ability to understand GA drawings and P&ID’s
• Sound knowledge and understanding of a manufacturing business.
• Ability to present a technical solution to a customer.
• Sound knowledge of Microsoft office applications especially in Excel will be an added advantage.

REPORTING, ORGANISATIONAL RELATIONS AND WORKING CONDITIONS

• Direct Report: Aftersales Manager / Business Development manager’
• External: Customers, Project teams and suppliers.
• Internal: Drawing, Purchasing, Projects and Workshop departments.
• Office hours: Mon to Thu 07:30 to 16:30 and Fri from 07:30 to 14:30