The purpose of this role is to provide technical support and training on the use and application of company products, services, equipment and documentation in acquiring new business and in maintaining multiple existing customers. Other duties include:
- Provide total technical support to customers.
- Problem solving. Analyzes product-related issues, including on-site analysis and actuations. Performs laboratory analysis of the issues when needed. Communicates with RS Lab and/or Quality Control department to establish corrective actions.
- Manage complex customer complaints.
- Gather customer needs and requirements in cooperation with Sales & Marketing organization to help build the customer strategy plans.
- Actively participate in key phases of the sales process to prospects.
- Proactively prevent and solve problems of a technical nature occurring at existing customers.
- Attend the testing process as well as the implementation of new products and technologies.
- Develop and maintains relationships with customer technical staff, in order to keep and to extend the business.
- Use reporting tools as CRM, up-dates the key customers� databases with valid, accurate and complete information (visits reports, action reports, cases, regulatory requests�)
- Deliver periodical progress reports, proactively submit information regarding trends within the market and provide recommendations regarding the improvements in the approach to the market.
- Monitor competitive activities at customers� facilities.
- Promote the positive company reputation and develops long-term relations with customers.
Hold and defend the values of the company.
- Practice all the applicable corporate as well as site policies/procedures with regard to personal behavior / HSE standards and acts in compliance with all their regulations