Customer Experience Representative

Job Purpose: Working closely with the other members of our service administration team, you will be responsible for selling our after‑sales products in a defined region, ensuring our customers have a wonderful ownership experience.

Key Tasks & Responsibilities:

• Primary Focus: Commercial

• As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area.
• Seek to recover lost business and penetrate competitor accounts.
• Develop a relationship with each of your customers to understand their business and the industry within which they operate to position yourself as a trusted advisor and sell the appropriate service products within our range.
• Grow contracts year on year by engaging in conversations to understand how their needs might have changed since prior year.
• Set up all new machine installations in your region on the service system and generate the appropriate documentation for the field service team.
• Engage with your customers under warranty early in the cycle to better inform them of ongoing support options and costs, while working within their budget cycle.
• Grow the number of contracts in your territory by encouraging customers who normally operate under ‘book and bill’ to purchase a contract.
• Understand the financial position of UK service, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin.
• Develop a solid understanding of Instron service’s products.
• Service management system (Alliance) and Power BI dashboards related to sales, to be kept up to date and clean.
• Oversee the Extracare inbox.
• Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.

• Process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to Tech Support and where necessary to the Field Service Team to ensure the highest level of customer satisfaction.
• Where applicable, close and invoice the chargeable calls generated above.
• Generate manual quotations for Service visits and follow up offers in a timely fashion. Where practical, offers should be converted to renewable contract options.
• Set up all new OTC installations on the service system and generate the appropriate documentation for the field service team.
• Generate and review all contract renewals and ensure the renewal is sent on time.
• Assist with scheduling work for the Field Service Team.
• Service management system (Alliance) and dashboards, admin related, to be kept up to date and clean.
• Complete the necessary paperwork relating but not limited to NDA’s, accreditation etc. and involve legal expertise where required.
• Regular invoicing of contracts as well as book & bill work to ensure monthly receivables can be monitored.
• Any other duties in line with the role.

Key Competencies:

• Customer oriented: create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
• Commercially aware: Become knowledgeable on all our products and have an understanding of the business requirements of our customers in order to be able to advise and sell our products to meet their needs.
• Customer Records Management: Be able to effectively maintain a customer records management system.
• Self-starter: be pro‑active and able to work with minimum supervision.
• Analytical and Challenging: challenges both upwards and downwards and across peer groups to solve issues.
• Problem Solver: Take the lead on complex issues and negotiations.
• Relationship farmer and creator: Effectively engages with customers with a focus on building long term partnerships and seeks out new opportunities and converts competitor accounts.
• Computer literate: a good working knowledge of Microsoft Office.
• Excellent Communicator: be able to communicate to varying audiences both through verbal and non‑verbal means.
• Team player: works well with others, contributes effectively and ensures team success.
• Organizational Agility: be well organized, able to navigate the organization as required to get the job done.
• Prioritization: be able to prioritize through the evaluation of open tasks and our customer needs.

Qualifications & Key Experiences:

• A relevant technical qualification (mechanical or electrical) would be advantageous.
• Relevant customer experience & after‑sales commercial background.
• Demonstrated history of working unsupervised to deliver results whilst working well with internal and external stakeholders.