Customer Care Manager III - Remote

JBT Marel•Des Moines, IA

3d•Remote

About The Position

At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business. Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation. Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation. You will report to the Customer Care Manager Meat North America. The Opportunity … The role of the Customer Care Manager (CCM) is to lead high customer experience and satisfaction levels. Additionally, the CCM is responsible for sales of services, service contracts, spare parts, modifications, and upgrades to meet expected targets for revenue and profitability. The CCM is overall responsible for the relationship and management of the customer and is a trusted advisor for the customer and develop the customer relations. This includes analyzing and delivering performance information, knowledge and advice with recommendations for solutions to the customer's needs and expectations for uptime, performance, reliability and cost of ownership. The CCM has a close dialogue with the customer, from site manager to operator and technician, to capture their needs and pain points. The customer will perceive and understand these needs as value adding when they are then converted into solution proposals. The CCM should know the industry of the customer. The CCM is familiar with food industry standards in general, standards for measuring downtime/efficiency. The CCM carries sound knowledge of systematic maintenance principles. The CCM is also familiar with the solutions JBT Marel can offer. The CCM develops and conveys solution proposals to the customer. These proposals include service contracts, service solutions, spare parts packages. The goal is for these solutions to be value-adding to the customer and JBT Marel. The CCM follows through on the delivery of these solutions. The CCM work in close collaboration with several teams to ensure the customer is served in the best possible way. These teams include the Customer Support Coordinator (CSC) and Spare Parts Coordinator (SPC). They also include the Service Contract Coordinator (SCC), Sales (equipment), Service Area Manager (SAM), and Key Account Manager (KAM, if applicable). The CCM should work with Sales (equipment) to explore opportunities to have contracts, services and parts included in the sales of new equipment. The CCM develops an account plan in collaboration with the Service Business Manager, KAM (if applicable) and SAM and implement the plan. Also, the CCM supports the Service Business Manager in the development of regional plans. The CCM contributes in keeping all customer data up to date and updates and validates customer information or any other information that is critical in the customer journey. An important part of the role of the CCM is to meet with customers; thus, the CCM will travel frequently.

Requirements

5+ years of experience interpreting and responding to customer requests and ability to work in a multi-discipline team environment
An extrovert person with a profound ability to work with customers and teams alike.
A sound knowledge of systematic maintenance principles and how they are translated into value adding service solutions
5+ years of experience building relationships with main partners for each assigned customer with the clients.
Understanding of customer experience scores, and be Experience contributing to the ongoing development of departmental processes to our organization and react accordingly
A customer and service minded individual, who Experience handling support requests from a variety of different channels and achieve agreed goals.
Analytical, organized, driven achiever

Responsibilities

Be the customer advocate and trusted advisor for the customer in their focus market
Improve customer relationships by building trust through frequent customer visits and communications
Meet the agreed financial targets through proactive sales of parts, service solutions and service agreements
Analyze customer performance and needs, identify opportunities and translate this into proposals of solutions for the customer
Work together with CSC, SPC, SCC, SAM, SKAM (if applicable) and Sales (equipment) to manage the business with the customer and increase customer satisfaction
Facilitate good relationships with industries and product experts and lead cross border collaboration.
Draw up the tactical and operational plans for the customers
Support development of regional operational plan
Analyze customer, market and competitor data and translate this information into valuable feedback for the service organization and other relevant departments within JBT Marel
Manage pipeline of opportunities, their status, and follow up activities, as it relates to customers
Maintain customer focus to ensure outstanding customer experience, thus securing our goals for growth, sales, and profit and efficient service delivery and use
Monitor customer satisfaction and implement relevant actions and communications
Monitor any escalation process for customers
Other responsibilities assigned due to the need of the business