Key Responsibilities / Duties:1. Customer Support & Relationship Management:
• Attend to customer inquiries for plant modifications, process improvements, and spare parts with urgency.
• Conduct regular visits to existing customers to maintain relationships and gather feedback on plant performance and market trends.
• Develop counter-strategies based on customer feedback and market developments to enhance service offerings.
• Maintain and manage customer accounts, ensuring accurate and up-to-date records of all interactions, transactions, and service requests.
2. Contract & Project Management:
• Monitor and coordinate upgrading contracts, ensuring proper execution, cost control, and compliance with contractual obligations.
• Lead and guide project teams in the preparation and implementation of upgrading contracts, ensuring timely delivery and budget adherence.
• Supervise and support the commissioning and start-up of equipment to meet customers’ final acceptance standards.
• Conduct quality checks on procured equipment and ensure specifications are met before delivery.
3. Cost & Quality Control:
• Provide support during equipment costing to maintain budget compliance and cost efficiency.
• Ensure quotations are competitive and align with budget estimates.
• Maintain high standards of quality control through regular inspections and evaluations of equipment and services.
4. Technical Support & Problem Solving:
• Provide technical guidance and support to customers during start-up and after-sales activities.
• Troubleshoot and resolve issues encountered during the installation, commissioning, and operation of equipment.
• Analyze and resolve operational problems encountered during plant visits and provide competent advice for troubleshooting.
5. Collaboration & Communication:
• Collaborate with cross-functional teams, including Sales, Procurement, Logistics, and Engineering, to ensure cohesive project execution.
• Maintain effective communication with customers to understand their needs and provide timely solutions.
• Coordinate with the Sales team to clarify technical data for spare parts and provide accurate quotations.