Service and Sales Support Engineer

Job Title: Service and Sales Support Engineer

Department: Service

Reports To: VP of Operations

Location: MUSA

Job Summary: The Service and Sales Support Engineer (SSSE) is the link between MUSA’s customers, sales, and service operations. This dual role encompasses the management of both planned and unplanned service activities, as well as the provision of technical solutions and pricing for customer requests for quotes (RFQs).

Key Responsibilities:

• Customer Liaison: Act as the primary contact for customers, when managing service requests, follow-ups, and ensuring customer satisfaction.
• Service Management: Oversee America service activities and planning to provide on-site customer support as needed. Organize all supporting activities such as travel and accommodation arrangements.
• Sales Support: Assist sales representatives in determining pricing, including cost calculations, and technical specifications.
• Ticket Management: Create and manage service tickets, ensuring all data is accurately recorded in ERP and other systems.
• Operational Coordination: Collaborate with engineering, production, purchasing and planning to allocate resources and ensure efficient execution of service tasks.
• Communication: Keep customers informed about service execution details, including planning, status, and support requirements.
• Administrative Oversight: Manage post-sales administrative tasks, and customer satisfaction inquiries.
• Help Desk Support: Provide first-tier support and following escalation protocols. 24/7 support.
• Spare Parts Coordination: Manage spare parts requests in accordance with back-office procedures, including local sourcing and pricing.
• Sales Support Engineering: Translate customer RFQs into technical solutions, calculate pricing, and prepare quotations. Serve as a liaison between sales and operations, ensuring orders are processed and followed up on. Align calculations and quotations with MINT standards for international orders.

Qualifications:

• Experience in service coordination or a similar role.
• Strong organizational skills and the ability to multitask.
• Excellent communication and customer service skills.
• Proficiency in ERP systems, MS Office, and BAAN.
• Analytical ability to evaluate pricing for new tools based on reference projects.
• Ability to work under pressure and handle emergency situations.

Working Conditions: The Service Coordinator / SSE may need to work outside normal business hours and travel as required to meet service demands and customer needs.