RESPONSIBILITIES:
PRE-SALES
Provide technical support to the sales force
- Provide regular updates on company’s products, competition, norms and regulations
- Provide technical field support during customer visits requiring a specific expertise
- Participate to marketing events at the national and regional level : distribution days, trade fairs, … (mock up, product demonstration … )
- Provide technical support to customers and opinion leaders
- Make sure key opinion leaders on the market (architect, design offices,) are visited proactively and benefit from key information about our product’s benefits
- Follow up with incoming requests from opinion leaders and prescriptions. Support with technical drawings when necessary.
- Participate/organize conferences/events at the national and regional level to increase the company’s brand awareness and extend our network.
Manage product and application trainings internally and externally
- externally : inform, train external sales force and opinion leaders
- internally : inform, train internal sales force
Communicate intensively with the other technical stakeholders of the company
- regular feed-back to the Export Technical Manager based at the headquarter (local norms, competitive intelligence,…).
- regular contact with the main European plants in order to keep local technical documentation up to date (DOPs, Technical Data Sheets,…).
- Contribute to the technical database
AFTER SALES
- Document the claim on site or at distance:
- Analyze the level of responsibility of the company : technical analysis, research of possible defects and their causes
- Define how to technically solve the claim: chose the solution.
- Coordinate the solving process of the claim: follow up with all parts involved
- Follow after sales costs closely (Labor, material) : quantitative and qualitative analysis of the costs, report monthly to the Country Manager
- Follow up with the claim until it is solved: give the green light to the after-sales department for closing the claim.
- Represent the company in front of insurances: defend the company’s position (argumentation, negotiation)
- Identify and qualify any new sales opportunity following a customer claim (refurbishment,…) and inform the salesforce.