Aftermarket Team Leader

6 months ago

Dronfield, United Kingdom AMETEK, Inc. Full time

**About AMETEK Process Measurement and Inspection (PM&I)**
AMETEK PM&I is a business unit within the Ametek corporation and consists of two businesses LAND Instruments and Surface Vision. LAND Instruments is headquartered in the UK and is a world leader in temperature measurement and emissions monitoring instrumentation. Surface Vision is headquartered in the USA and specializes in surface inspection systems.

**About AMETEK**
AMETEK Land, headquartered in Dronfield, UK is a business element of AMETEK’s Electronic Instruments Group, a leader in advanced instruments for the aerospace, power, process, and industrial markets. AMETEK, Inc. is a $5 billion, global manufacturer of electronic instruments and electromechanical devices with 17,000 employees, 150 operating locations and a global network of sales, service and support locations in 30 countries around the world.

**Job Purpose**:
The Aftermarket Team Leader is responsible for managing the After Sales Administration Team supporting the company’s sales/aftersales success by performing sales and operational activities for our global markets. Coordinating the response to customer enquiries for RMA’s, with emphasis on up-selling (new products, part exchange ) to reduce the number of products that are returned to the factory for repair. Ensuring team proactively follow up with customers that have taken new products and promote the Amecare service contracts that focus around preventative maintenance and calibration. Use the companies CRM (SFDC) for leads, opportunities, and quotes to align with the existing inside sales team for new business.

**Key Responsibilities and Accountabilities**:

- Manage the After Sales Admin Team, responsible for all after-sales customers from enquiry to order acceptance (through company CRM system).
- Monitor employee productivity and motivate team to reach goals, using relevant KPI’s.
- Develop, implement, and maintain documented processes and procedures that supports business improvement within the different activities.
- Drive After Sales Admin Team for high quote conversion rate and work closely with Customer Service to hand off orders.
- Drive After Sales Admin Team to increase/promote after-sales revenue through proactive customer follow-up and drive strategic after-sales activities.
- Own purposeful upselling of RMA opportunities to reduce product returns whilst maximising revenue.
- Review, interpret, and manage RMA/onsite service data for import from Cardbox to CRM database - providing full visibility of aftersales activities to sales/management.
- Using own initiative, research accounts and contacts when required for sales and marketing community.
- Ensure customers are supported by our Distributors/Reps to establish a collaborative and “customer-first” relationship.
- Support Inside Sales Project Manager, with developing HPI survey process and reporting
- Work closely with Marketing on marketing campaigns and key customer messaging.
- Coordinate the demonstration kit requirements of the global sales community.
- Lead support relating to the Onsite Service, Repair & UKAS processes, ensuring responses to all internal/external customers in a timely manner.
- Manage the process of customer RMA’s - including reviewing return paperwork, sending customer return authorisation (RMA number), quoting and clear instructions for product returns.
- Manage the preparation of After Sales quotations to customers in compliance to Lands T & C’s and DLA process.
- Other tasks and project work assigned by Manager from time to time.
- Provide cover for other members of the Inside Sales/Customer Service team when needed.
- Trains and develops staff through continuous performance management with SMART objectives
- Support the Director of Aftermarket

**Key Competencies**:

- Self-motivated with a high attention to detail and ability to multitask under demanding deadlines.
- A positive attitude, strong drive for results, and the ability to deal with ambiguity are a must.
- Demonstrates good judgement in analyzing information to make routine decisions.
- Co-operates and collaborates with colleagues, cross functionally, to support the sales process.
- Open to receiving feedback and applying/integrating the feedback in an effort to improve results.
- Strong in building relationships and able to communicate at all levels
- Good team player but also able to work on own initiative.

**Experience, Professional Qualifications and Personal Requirements**:

- High technical qualification desirable.
- 3-5 years’ experience in Customer Service / Sales environment.
- Excellent problem solving skills, able to work on own initiative.
- Sales orientated (communication, influencing and assertiveness) to generate sales growth through lead generation and opportunity upselling.
- High level of ambition with a key drive to uphold LAND’s customer service commitment. Must be passionate about meeting customer requirements and seek to promote and b

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