AfterSales Representative

Summary of the Role:

Outside service representative responsible for performing onsite inspections of marine fender equipment and systems, gathering data, developing detailed reports, and delivering inspection findings to TMS management. Provide support to our clients, maintain a continual customer service cycle to strengthen existing client relationships, and cultivate future business development in the Americas. The Aftersales Representative will promote sales of upgrade/replacement/spare parts, annual maintenance, and warranty inspections. Lead and maintain internal aftersales opportunity database, and effectively lead annual inspection schedule.

Minimum Qualifications:

• Fluent in English and Spanish (oral and written)
• Willing to travel at least 50% of the time (Domestic and International)
• Must meet eligibility requirements for The Transportation Worker Identification Credential, also known as TWIC
• Must have a valid passport or meet the eligibility requirements to obtain a passport

Key Objectives:

• Grow Americas After Sales program with the existing client base
• Ensure achievement of annual inspection and aftersales revenue critical metrics
• Support the Sales department with cost estimation and quotes
• Increase and promote annual inspection & extended warranty programs
• Conduct professional and thorough on-site surveys within client facilities

Tasks and Responsibilities:

• Conduct inspections, commissioning support, oversight of maintenance and repair work, specific to docking & mooring equipment installed or located at sites throughout the region or globally as required
• Proactively find opportunities and develop the market for aftersales services within the region in conjunction with the sales teams
• Promote sales of upgrade/replacement/spare parts, annual maintenance, and warranty inspections
• Lead and maintain internal aftersales opportunity database, and effectively lead annual inspection schedule
• Understand client operational requirements and prepare appropriate proposals for upgrades, services, and spare parts
• Work with the internal sales team in support of strategic positioning of bids and opportunities
• Adheres to Trelleborg Core Values
• Prepare a debrief on return from the site with relevant parties
• Prepare and submit field paperwork promptly such as, signed Service Inspection Reports, Trip Reports and expenses
• Present high-quality inspection photos and thorough collection of all pertinent information, site conditions, and client information
• Report any differences between site installation and engineering specifications
• Highlight and follow up on any Sales or Aftersales potential leads
• Maintain an ‘open item log’ for all Aftersales issues and projects across the region
• Attend training as needed to stay current on Trelleborg systems, and to build knowledge on new systems as they are deployed
• Ensure all relevant internal and external safety policies and regulations are followed at all times
• Research, coordinate, arrange, and schedule onsite safety, maintenance, and warranty inspections of marine fender installations. Inspections will be conducted annually or by request of the client
• Must be available for emergency inspection requests that will require immediate or expedited travel
• Maintain continual contact with the current client base via phone, email, and marketing campaigns
• Act as a brand ambassador for Trelleborg at all times, constantly building, developing, and strengthening relationships with new and existing clients (end users, contractors, and consultants)
• Train to become a subject matter authority and be able to provide educational and promotional presentations to our clients
• Train within the project management department to properly lead, schedule, and procure necessary equipment to fulfill client requirements generated as a result of completed after-sales inspections
• Register inquiries/opportunities using company-established systems and tools and maintain the integrity of the information in the system
• Provide monthly reports to management about the region including performance, prospects, growth opportunities

Education and Experience

• Fluent in English and Spanish is a must (written and oral).
• College degree preferred
• Minimum 1-2 years experience in Inspection Services / Sales / Project Management/ Procurement Management
• High to moderate mastery of basic field mechanical skills (mechanically inclined)
• General experience reading and analyzing engineered drawings, specifications, and QA/QC reporting
• Understanding of the principles of hazardous area compliance and safety protocols
• Experience taking care of clients on-site and/or in an operational context
• Skilled in report writing
• Previous experience in the oil & gas or marine industry strongly preferred
• NACE certified or CWI highly desirable

Competencies

• Knowledge of safety precautions and occupational hazards
• Ability to understand and follow written instructions
• Ability to read and work from simple sketches, diagrams, blueprints, and broken parts
• Excellent interpersonal skills (listening, oral, written)
• Ability to address and collaborate with people of varying backgrounds and expertise
• Passion for delivering exceptional customer service and exceeding customer expectations
• Steady emotional awareness & social skills
• Strong work ethic and the determination to outperform your peers
• Extremely detail oriented with sound problem solving skills
• Effective time management
• Ability to prioritize and maintain high degree of organization
• Leadership
• Risk management
• Excellent negotiation skills with the ability to handle conflicts optimally
• Critical thinking and Decision Making
• Accountable, ability to work independently
• Good presentation skills (proficient with PowerPoint)
• Planning skills and ability to follow up
• Relationship building
• Motivated to work outside in salt-laden maritime environments on land and/or at sea
• Personable and empathic
• Computer and technology literate
• Background in engineering, Construction, or Maritime Operations, is desirable
• Fiscally responsible

Key Interfaces and Collaborators

Externally:

• Collaborate with new or existing clients and customers
• Interface, and in some cases, management of suppliers and subcontractors

Internally – collaborate with:

• Aftersales Manager
• Sales Director/Regional Sales Manager
• Sales Engineers
• Engineering/Technical Managers
• Project Management team

Geography to cover and travel requirements

Area of Responsibility: Extensive travel throughout the Americas, Indicative travel 90 – 150 days per year.

• North America (USA, US Territories, and Canada)
• Mexico
• South/Latin America
• Caribbean

Travel Requirements:

• Must have a valid drivers license
• Immunization records must be up to date
• Must meet eligibility requirements for The Transportation Worker Identification Credential, also known as TWIC
• Must have a valid passport or meet the eligibility requirements to obtain a passport

Behavioral Characteristics:

• Proven ability to optimally work both independently and within a team – sharing information and coordinating activities
• Engage clients with a strategic outlook toward sales, service, and client support opportunities
• Work well under site/client deadline pressure and in some cases, stressful environments and/or situations
• Well-developed cultural awareness
• Strong time management skills
• Able to set and achieve goals
• Strong safety focus
• Reliable, diligent, and timely

Physical Requirements and Work Environment

Physical Requirements - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to be mobile (including, but not limited to walking, bending, squatting, crouching, twisting, kneeling, reaching, climbing, etc.)

• Must be able to lift a minimum of 25 lbs and a max of 50 lbs
• Must be able to clearly speak, hear, or other communication capabilities, with or without reasonable accommodations, which permits employee to communicate effectively
• Must be able to sit for prolonged periods of time with our without reasonable accommodation in the office or while traveling long distances for official business

Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

• Inspections require outdoor work in a plant, marine, maritime, and port atmosphere
• Must be able to tolerate climate changes
• Able to safely ascend and descend from working ladders when required
• Working on plant or port docks around machinery with extreme noise levels
• Must be able to wear personal protective equipment or other safety equipment as required by our customers

Trelleborg Marine Systems North America, Inc is an equal opportunity employer that does not discriminate in employment based on race, religion, sexual orientation, national origin, political affiliation, disability, age, marital status, medical history, parental status or genetic information. Comprehensive benefit package included for all employees including paid time off and paid holidays, medical, dental and vision insurance and retirement plan.