Electrical Engineer/Customer Care Manager
INSTEL POWER PRODUCTS
Instel Power Products has been in business since 1967. We are a solution-centered product and service provider working with commercial and industrial power distribution systems and their components. This includes new and used low & medium voltage air circuit breakers; transformers; switchgear (480V – 25KV); molded-case breakers; motor controls; and more. Our services include 24-hour emergency field repair; planned shut-down preventive maintenance; field and in-house testing of distribution equipment; shop repair; and consulting services. We provide these services primarily within the Southeast. We ship our products anywhere.
Position Overview
The Solutions Engineer/Electrical Engineer/Customer Care Manager (TSE/CCM) is a senior member of the customer service team, responsible for providing sales and customer support on any technical issues within the organization. The person in this role is the primary point of contact for the customer.
The individual performing this role is expected to be intimately familiar with the products and services offered by Instel Power Products, as well as associated industry standards, and be able to articulate the benefits of each. This individual will be the duty-expert and will provide this information to customers and prospective customers on a daily basis.
It is the responsibility of this role that every customer be attended to in the most professional and polite way possible. They are to use whatever means possible, together with the highest possible standards to ensure maximum customer satisfaction. Additionally, it is the responsibility of the TSE/CCM to identify, cultivate, develop and maintain new, long-term customer relationships.
Duties & Responsibilities
- Identify current and future customer product & service requirements by establishing personal rapport with potential and actual customers and other persons in a position to understand requirements. Provide product, service, or equipment technical and engineering information by answering questions and requests.
- Establish new accounts by identifying potential customers, and planning & organizing sales call schedule. Service the new accounts and maintain the primary customer relationship.
- Prepare cost estimates by studying blueprints, plans, and related customer documents; consult with engineers, architects, and other professional and technical personnel.
- Determine improvements by analyzing cost-benefit ratios of product, equipment, or service applications in customer environment; engineer or propose changes in equipment, processes, &/or use of materials or services.
- Gain customer acceptance by explaining or demonstrating cost reductions and operations improvements.
- Submit orders by conferring with technical support staff.
- Develop customer staff by providing technical information and training.
- Comply with federal, state, and local legal requirements/code by studying existing and new legislation. Advise customer on product, service, or equipment adherence to requirements, and needed actions.
- Prepare sales engineering reports by collecting, analyzing, and summarizing sales information and engineering and application trends.
- Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional organizations, and the like.
- Contribute to sales engineering effectiveness by identifying short-term and long-range issues that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives.
- Contribute to team effort by accomplishing related results as needed.
- Ensure that the company’s customer database (Job Book) is properly maintained with project information entered and kept in a way that whenever any information is needed in the future, it can be easily accessed.
- Source &/or procure used equipment for inventory/re-sell.
- Ensure customer service standards of the company are strictly adhered to by technical service personnel.
- Participate in recruiting and training of technical service personnel.
- Respond to routine and emergency inquiries and queries from customers and provide a thorough and speedy solution and /or resolution.
- Handle complicated and unresolved issues from less experienced personnel.
- Supervise the activities of service technicians in accomplishing project goals.
- Participate in implementation or improvement initiatives associated with customer care.
- Establish standards for best customer support practices.
- Offer advice on the incorporation of technology in current and planned customer support strategies of the organization.
- Investigate and respond to inquiries and complaints from customers regarding company’s products and services.
Required Knowledge, Skills and Abilities
· Demonstrates strong leadership skills.
- Possesses extensive, detailed product & industry knowledge; Intimately familiar with practices, concepts, and procedures of the industry.
- Works well with a team.
- Exhibits strong customer service and interpersonal skills.
- Demonstrates awareness of health and safety protocols.
- Is able to remain calm and clear-headed in an emergency.
- Excellent problem solving and people skills with a high level/degree of creativity.
- Excellent customer service, time management, and organizational skills.
- Strong communication skills. Communicates clearly and effectively.
- Ability to thrive effectively under pressure.
- Self-motivated individual with the ability to multitask.
- Excellent presentation skills.
- Result oriented and driven.
- Attention-to-detail oriented.
- Possesses strong computer skills.
- Able to read and interpret blue prints, schematic drawings, and the like.
- Capable of translating industry terminology into straightforward terms for explanatory purposes.
Education and Experience
· Bachelor’s Degree in related field, or commensurate industry-specific experience.
- Previous sales experience required.
- Excellent communication and leadership skills.
- Familiarity with project management solutions a plus.