Service Sales Specialist

Astrophysics Inc. is a leading global designer and manufacturer of X-Ray security inspection systems. Since 2002, we have dedicated ourselves to ensuring a safer world through advanced X-Ray screening and imaging technology. Our systems are deployed in critical infrastructure, aviation, and ports and borders sites in more than 150 countries. Hotels, prisons, courthouses, embassies, airports, military bases, and government buildings around the world depend on us for their safety and security. Astrophysics is an expanding, dynamic and fast-paced company looking for individuals who want to grow with us and be a part of a meaningful security mission. We currently have an immediate opening for a Service Sales Specialist located in City of Industry, California.

Job Summary:

The Service Sales Specialist is customer-centric and drives customer service satisfaction and service revenue generation. This role provides effective customer service, proactively and systematically reaching out to all customers on their service experience. The Specialist must also track customer warranty status and solicit customers to renew or sign up for warranty packages and successfully persuade customers of the service value. Prepare regular reports on customer service feedback and business development initiatives, specifically warranty solicitation and sales conversion. Assist in service administrative functions, including answering the phone, maintaining records and database systems, booking travel, creating quotes, fielding information requests, preparing on-demand reports, following-up with customers and additional clerical functions as required.

Essential Functions:

Customer Service

• Take ownership of customer service program, including questions, forms, documentation, reporting, and suggested initiatives
• Follow-up with all customers on their service experience
• Document customer interactions, conversations and feedback
• Provide feedback to management on service failures and customer concerns
• Routinely generate and present customer service feedback reports to management

Administrative

• Answer phone calls and emails from customers, respond quickly and courteously to resolve service needs and ensure customer service satisfaction
• Create and assign service claims and complete required documentation
• Provide quotations for service visits, warranty contracts and process orders accordingly
• Track and follow-up on service claims and spare parts shipping
• Routinely update performance metrics and other service reports
• Assist in coordinating service training, including managing registration, supplies, and catering
• Assist in filtering the database for due preventative maintenance, schedule, and send a monthly list to field service team
• Assist in managing the field service schedule to ensure accuracy and efficiency
• Book travel arrangements for the service team
• Perform general office duties, such as ordering supplies, maintaining records management database systems, and basic bookkeeping

Service Revenue Generation

• Proactively research service revenue opportunities and assist in service bids and quotes for warranty, parts etc.
• Consistently track machine warranty status and systematically contact customers for warranty interest
• Demonstrate strong service knowledge, and persuasive salesmanship to effectively convey service and warranty value
• Generate detailed reports on customers contacted, quoted and sales conversion rate
• Achieve or exceed agreed warranty and service revenue generation targets

Education and Experience:

• Associate’s or Bachelor’s Degree; or
• 2-5 years’ customer service or sales experience; or
• Equivalent combination of education and experience
• Persuasive salesmanship
• Ability to multitask and work in a fast paced environment
• Active listening skills
• Ability to articulate, communicate well
• Fluent in both written and verbal English and Spanish

Position Type/Expected Hours of Work:

• Full-time, 8:00 am – 5:00 pm
• (Hours subject to change based on the needs of the business.)

Benefits & Perks:

• Excellent benefit package including medical, dental, and vision
• 401K plan with up to 4% Employer Match
• 11 paid holidays, 10 PTO days, free donuts on Fridays, company luncheons and year end party!

Be part of a meaningful security mission with opportunities for personal and professional growth and development. Join our Astrophysics family today!

Equal Opportunity Employer

Astrophysics Inc. provides equal employment and advancement opportunities to all individuals. Employment decisions at Astrophysics Inc. are based on merit, qualifications and abilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability. If you need assistance or an accommodation while seeking employment, please call 1(909) 598-5488 and ask for Human Resources. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.