EMEA Customer Service Contracts Manager
2 months ago
About KION Group
KION Group is a global leader in intralogistics and material handling solutions. With a rich history of innovation and a commitment to excellence, we provide cutting-edge technology and expertise to optimize our clients' supply chains. We offer an inclusive and collaborative work environment where employees can thrive and make a meaningful impact.
Key Responsibilities:
- Serve as the primary point of contact for assigned opportunities or customers, fostering strong relationships with both existing and potential clients.
- Maintain and enhance KION Group's reputation as a world-class leader by consistently delivering high-quality service and adopting an honest, professional, and attentive approach.
- Collaborate effectively with various stakeholders, including Business Solutions Sales Managers, Customer Service Sales Managers, Regional Maintenance Managers, and Finance Account Managers.
- Accurately interpret customer requirements and translate them into comprehensive specifications, scopes of work, resource estimations, service solutions, implementation plans, spare parts estimates, contract costing sheets, offer documents, and contract schedules.
- Work closely with internal engineering departments and external subcontractors to develop compelling proposals that meet the highest standards of safety and quality.
- Ensure all contract proposals adhere to strict health and safety regulations.
- Manage the contract renewal process, ensuring accurate pricing is generated and upcoming renewals are scheduled and communicated promptly.
- Adhere to company policies as outlined in the Staff Handbook, Safety Manual, and Quality Assurance Manual.
Qualifications & Experience:
- A formal engineering qualification is desirable but not essential. Examples include ONC/HNC qualifications in an engineering discipline.
- Further education in Business Administration would be beneficial, although not mandatory.
- Demonstrated understanding of service contracts and the complexities of contract management.
- Ability to conduct thorough cost analysis and calculations for technical/maintenance service-based products.
- Familiarity with maintenance and maintenance service operations is a significant advantage.
- Proficiency in core Microsoft Office applications (Word, Excel, and PowerPoint).
- Experience with additional systems relevant to the role would be highly valued. Examples include Salesforce, AutoCAD, SharePoint, SketchUp, MS Projects, or similar software packages.
- Appreciation for return on investment (ROI) and a basic understanding of financial concepts (margins, costs, selling price, costs of employment, NI, Social costs).
- Knowledge of material handling equipment or warehouse automation is beneficial. However, individuals with experience in similar engineering/technical industries would also be valuable assets.
- Experience in equipment preventative and reactive maintenance or a strong understanding of operational inputs is highly desirable.
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