Product & Application Specialist - Service

Alfa Laval•Edmonton, AB

4d•Onsite

About The Position

We are looking for a Product & Application Specialist - Service who shall have responsibility and accountability for providing direct support to sales, service operations, and partners including complex quotations, collaboration, and advanced technical and product support to internal teams as well as to customers. The Service P&A group can solve any technical/ support concern for Alfa Laval products or must know whom to contact in Alfa Laval globally. We share knowledge and expertise with the goal of elevating Alfa Laval on a local level to ensure success in the entire Service organization. Duties may be adjusted depending on applicant experience. Delight your customers through superior customer experience. Frequent communication with customers, partners, supply units and colleagues. Support the service sales organization with product/ upgrade selections, preparation of offers – estimates, quotes, proposals, and service agreements. Proactively identify and propose upgrade solutions according to customer requirements/ specification. Prepare complex offers for service sales team and partners. Participate in Sales handover from Salesperson to Order Fulfilment and Operations. Product technical support to field service team. Generate offers for the assigned area according to the customer demands and needs. Support the customer, partners and colleagues solving queries, support for claims and respond to all requests. Manage the offer backlog in CRM (Customer Relationship Management) to ensure a superior customer experience through timely delivery of offers. Working with colleagues across the Alfa Laval group, supply units and distribution centers and other sub suppliers to ensure timely support. Ensure that all activities follow the processes and check points of our Quality Business System.

Requirements

Engineering degree and at least 1 year of practical experience in a technical role in an Industrial B2B working environment.
Electrician, Instrumentation & Control Technician, or Millwright trade certification with at least 1 year experience with Alfa Laval equipment.
At least 4 years hands on experience with Alfa Laval equipment.
Experience of technical and customer service work in industrial markets.
Control systems and electrical system knowledge.
Alfa Laval product and process knowledge with technical solving skills.
Familiarity with process equipment including mechanical and automation aspects.
Proficiency to read drawings, technical information, and data sheets.
Experience reviewing complex customer requirements, contract requirements and commercial terms/conditions.
Effective problem solver, self-starter, detail oriented, service minded.
Comfortable working independently or within a team.
Excellence in verbal and written communication.
Ability to juggle multiple priorities and be well-organized.
Proficiency in the use of computers.

Nice To Haves

Hands on product and application experience is a strong asset.
Preference to experienced FSEs.
B&R, ABB, or Allen Bradley knowledge is an asset.
Experience with both separation and heat transfer would be an asset.
Experience with ERP (Enterprise Resource Planning) and CRM systems is a definite asset.

Responsibilities

Provide direct support to sales, service operations, and partners.
Handle complex quotations, collaboration, and advanced technical and product support.
Solve technical/support concerns for Alfa Laval products or identify the correct contact.
Share knowledge and expertise to elevate Alfa Laval locally and ensure success in the Service organization.
Support the service sales organization with product/upgrade selections, preparation of offers, estimates, quotes, proposals, and service agreements.
Proactively identify and propose upgrade solutions based on customer requirements/specifications.
Prepare complex offers for the service sales team and partners.
Participate in the Sales handover process from Salesperson to Order Fulfilment and Operations.
Provide product technical support to the field service team.
Generate offers for the assigned area according to customer demands and needs.
Support customers, partners, and colleagues in solving queries, handling claims, and responding to requests.
Manage the offer backlog in CRM to ensure timely delivery of offers and a superior customer experience.
Collaborate with colleagues across the Alfa Laval group, supply units, distribution centers, and other sub-suppliers for timely support.
Ensure all activities comply with the processes and checkpoints of the Quality Business System.