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Company Overview:

 

Sulzer Pump Services (US) Inc. is an OEM provider of services and equipment repairs for centrifugal pumps and other rotating equipment. Sulzer Rotating Equipment Services (Sulzer RES) specializes in the repair and overhaul of all types of API centrifugal pumps and ancillary rotating equipment. Sulzer also provides field service, OEM and third-party parts, engineering support, and repair services during the entire products life cycle.

 

Position Summary

The Inside Sales Representative (ISR) serves as a central hub between the customers, Sales Representatives and operations. They are responsible for executing the business processes between those groups efficiently, consistently and with clear communication. The overriding goal is to have the ISR be the voice of the customer inside our operation units and free the outside sales representatives of requirements that take them away from the face to face interactions with customers.

 

ISRs have duties and responsibilities in the following areas:

 

Customer / Account Management

The ISR supports the RSM by managing critical data in the company’s Customer Relationship Management system (Salesforce) and communicates this with operations to better serve the customer. The ISR will serve as the customer’s primary contact when needed.

 

Responsibilities:

  • Assist in managing customer information in Salesforce.  This person will be responsible for monitoring all required fields in SF and ensuring all are completed by operations and sales and notify appropriate individuals of deficiencies for proper update.
  • Facilitate communications between the customer, sales and operations teams including any changes in scope, pricing, lead time, quality requirements including any hold points.
  • Manage changes to job scopes
  • Host and manage customer visits to service centers.
  • Assist sales team providing customers with historical repair information and technical pump data: i.e. pump curves, min flow data, GA drawings etc.
  • ISRs will be responsible for lead generation in all identified prospecting accounts.
  • Support EMS/TS sales reps on opportunities that they bring to the PS SC's including Salesforce completion and maintenance.
  • Tracks and reports on collaboration activity.
  • Corresponds with customers to help create opportunities.

 

Proposal and Commercial Management

The ISR coordinates and communicates the request for proposals and estimates with Operations and Sales. During the proposal process the ISR serves as liaison between the Sales Team and Operations for any commercial and/or technical clarification including any discrepancies in the Salesforce order write up.

 

Responsibilities:

  • To ensure customer specific requirements, commercial terms and discounts are applied per the contract
  • Ensures operations are not held up with issues such as SDS, mechanical seal handling, paint requirements, and what should happen with old parts at end of job
  • Mediates any shipment specific requirements; time of equipment arrival at the Service Center, customer location, and provide freight clarifications
  • Ensure local admin has correct bill to / ship to information when opening jobs
  • Sources and identifies terms and conditions for the admin personnel
  • Provides quotes to customer where established standardized pricing exists such as D&I, OH Quick Cell, Non-API Vertical etc.
  • Develop and maintain historical pricing and trends for given equipment, industry, and customer.  Utilize this information help pricing decisions for current opportunities.
  • Ensure that proposals compare to the market price and are winning tenders
  • Facilitates TOA when required and ensures all proposals are reviewed per Sulzer’s internal delegation of authority.
  • Review and coordinate with Sales Reps on all As Found reports and As Found Photo Reports to ensure accuracy prior to customer distribution.
  • Review work scopes and proposals based upon inspection results and ensure both sales and operations agree prior to delivering the findings to the customer.
  • Manage the storage / archiving of proposals and related information within Salesforce.
  • Follows up with customer on erroneous PO’s to correct LE information etc.
  • Performs other duties as assigned

 

Project Tracking

The ISR is responsible for ensuring all customer expectations are accounted for and aligned with project execution strategy. ISR provides operations with every detail needed to complete projects on time that meet the customers’ expectations from the point of purchase order receipt to final invoice approval.

 

Responsibilities:

  • Provide updates on customer projects; serve as liaison between operations and the Sales Reps for updates regarding deliveries, customer service issues, etc.
  • Significant milestone management and communication
  • Understand the progress of job and customer deliverables for the shops they support. Bring visibility to projects that are off schedule and work with operations, sales and management to find ways to close the gap.
  • Interfaces with customer and operations directly on standard product lines repair work e.g. OH Quick Cell, Non-API Vertical etc.
  • Effectively communicate early customer service gaps to better serve the customer.

 

Quality / Continuous Improvement

The ISR is responsible for supporting the companies Quality / Lean initiatives in order to improve and add value to our customer’s experience.

 

Responsibilities:

  • Be the trainer, coach and advocate for our Opportunity to Order tools and processes.
  • Consistently promote a “Customer First” culture and an effective TEAM environment.
  • Support operations quality improvements and effectively communicate with the sales team
  • Facilitates lessons learned meetings
  • Supports KPI development and tracking
  • The above responsibilities are subject to change and may include other duties as assigned

 

Preferred Experience and Skills

  • Bachelor’s Degree - BSME preferred or Industrial Engineering (or working towards).
  • Previous experience and/or technical proficiency in the rotating equipment industry to include knowledge of centrifugal pumps, steam and gas turbines, compressors, expanders, and other associated high-speed rotating equipment.
  • Previous relevant sales or customer service experience in rotating equipment.

 

Required Skills

  • Bachelor’s Degree or currently pursuing degree
  • Capability to work in a highly technical machinery environment.
  • Ability to closely interact internally with multiple operations divisions and commercial managers to produce accurate and timely sales proposals for client consideration.
  • Exceptional oral and written communication skills.
  • Presentation skills to accurately reflect the complexity of Sulzer Pumps, other Sulzer product lines and different geographical Sulzer locations & entities.
  • Computer skills (Microsoft Office, Excel, PowerPoint (at a minimum) and the ability to process quotes, orders and projects through the company’s CRM system (Salesforce.com) and SAP.

 

About us

Through a network of over 100 service sites around the world, Sulzer provides cutting-edge parts, maintenance and repair solutions for pumps, turbines, compressors, motors and generators. We service our original equipment, but also all associated third-party rotating equipment run by of our customers, maximizing their sustainability and life cycle cost effectiveness. Our technology-based solutions, fast execution and expertise in complex maintenance projects are available at our customers’ doorstep.