2.0 BASIC FUNCTION
The primary functions of the Associate, Client Support Solutions APAC will include the management of opportunity pricing and fulfillment by reviewing equipment list, checking existing stocking levels, providing incremental sparing analysis, and a market pricing assessment. The secondary functions of the position will be providing Pre-Sales support to the APAC Sales team, working with sparing vendors and Service Partners, as well as providing research on “non-standard” hardware. The Associate must perform all of their duties in a productive and efficient manner while continuing to improve processes that positively impact close ratios, quote turn time, client satisfaction and an energized internal culture.
3.0 REPORTING RELATIONSHIP
3.1 Reports to: APAC Sales Manager. Dotted line to Director, Client Support Solutions
3.2 Reports to this Position: N/A
Required: Bachelor’s Degree (B. A. or B. S.) from four-year college or university in business administration or related field; and five years of general IT experience.
Preferred: Master’s Degree (M. A. or M. S.) in business administration or related field; and/or 3 years of experience in the third-party hardware maintenance industry.
Required: At least five (5) years’ experience in Information Technology. Must have experience dealing with clients and salespeople on a daily basis.
Preferred: At least 8 (8) years’ experience in the areas listed above, of which six
(3) years were in the service segment management and technical support to sales teams in the third-party maintenance industry.
Required: Valid driver’s license
4.4 SKILLS, KNOWLEDGE AND ABILITIES
4.4.1 Personal Skills: Must have strong organizational and planning capabilities; is a competent administrator of policies and procedures; and have the willingness and skills to monitor and control the activities assigned. Must be able to communicate verbally and in writing in English. Must be able to address individuals and groups confidently. Language skills must be adequate to provide the capability to write reports; and effectively present and communicate information and respond to questions from clients and potential clients. A master-level knowledge of personal computer operation is essential, in addition to proficiency in the logical operations of data center hardware.
4.4.2 Physical: Capable of standing, sitting and bending. Ability to spend long stretches of time at a desk or computer.
4.4.3 Body Movements:
184.108.40.206 Ability to negotiate around and through SSCS’s warehouse and offices, job sites and client locations.
220.127.116.11 Ability to operate a motor vehicle in order to visit clients, actual and prospective, as well as seminars and trade shows supporting the sales program.
18.104.22.168 No limitation to turning head and torso; bending, grasping, and flexing arms, wrists and fingers; and stooping, bending and stretching to pick items from floor, filing cabinets and shelves. Ability to lift and carry up to twenty-five (25) pounds.
4.4.4 Body Senses: Must have average vision (see colors), hearing, feel of rough and smooth, and have full power of speech.
4.4.5 Mental: Must understand and be able to perform basic mathematics; multiplication, division, addition and subtraction and have the analytical skills as related to procedures in general use. Must have the ability to solve practical problems and interpret a variety of instructions and information of a general and specific business nature. The position additionally requires accuracy in reading and writing sales orders, establishing job costs, schedules, filling client orders, and preparing any required reports.Analytical and deductive reasoning abilities are required, and common sense is a must. Must be able to comprehend general business reports, job forms, inventory and other common software generated reports, policies and procedures and government regulations.
4.5 WORKING CONDITIONS
4.5.1 Work will be done most of the time in a climate controlled, well-lit office atmosphere. There are times when work will be performed outside of the environment of the office.
4.5.2 Work days may periodically extend beyond 8 hours as activity and responsibility dictates; some nighttime, travel, and weekend work may be required. Attention to detail, fast paced activity and response time to client and/or company requirements, and results oriented expectations are the norm.
4.5.3 Attire should be suitable for business involving meetings with clients, suppliers and financial institutions.
5.0 RESPONSIBILITIES AND DUTIES
5.1 APAC Opportunities Management: Oversee the APAC Opportunities Management function to ensuring the timely delivery of accurate quotations, incrementally improve margin and level-set sales expectations with promises made to clients and the requests of prospects using timely and effective communications.
5.2 Opportunity Review: Each opportunity should be reviewed to confirm all assets are supportable. First steps should be checking the “to be quoted” assets vs the existing stocking level and figuring our incremental spares costs. The location of the service should be reviewed, is this in a geography that we can cover directly or will we need to use a Service Partner. If a Service Partner, how will that affect our costs.
5.2.1 This position is intended to be a very collaborative one with the APAC Sales Manager, the APAC Service Delivery Manager, the Director of Client Support Solutions, and the VP of Sales & Marketing. Initially, determining final pricing to the user will probably be a group effort.
5.3 Ancillary, but highly related responsibilities shall include:
5.3.1 Provide technical support to Sales group during non-intro client calls
5.3.2 Attend client face to face meetings as needed to support APAC Sales team
5.3.3 Establishing Vendor and Service Partner relationships, and continuing existing relationships
5.3.4 Providing technical research on “non-standard” hardware
5.4 Must have the ability to operate standard office equipment, including telephone system, postage machine, facsimile and copy machines.
5.5 Must have clear and direct communication skills.
5.6 Must have the ability to take careful direction and implement said direction.
5.7 Must be willing to learn and accept new programs.
5.8 Must be able to provide analyses of activities, costs, operations, and forecast data to determine progress toward stated goals and objectives. Remain current on current industry trends, sales techniques, competitor’s activities and services offered, and new product developments.
5.9 Must be able to track various quotes and related issues until resolved.
5.10 Has the ability to work as necessary to meet sales’ deadlines; must be able to adhere to the strictest detail possible for all reports, documents, and or presentations.
5.11 Participates in formulating and administering company policies and developing long-range goals and objectives.
5.12 Provide information to relevant Sales personnel and other SSCS departments on a timely basis. Respect the confidentiality of company, clients, and personnel information. Keep the APAC Sales Manager and Director, Client Support Solutions abreast of progress, problems, potential problems and offers appropriate solutions for those problems.
5.13 Attend and participate in all Sales staff meetings and functions.
5.14 Determine prices that will be charged for specific maintenance, parts and materials in consultation with the APAC Sales Manager and Director, Client Support Solutions. Any variations from standard pricing will require the approval of the Director, Client Support Solutions.
5.15 Ensure that current clients are provided with the highest quality service as well as contacted on a regular basis to evaluate satisfaction and areas of needed improvement.
5.16 Ensure client loyalty and commitment by meeting their needs, and by setting and meeting pricing and pick-up and service targets for each market segment targeted. Ensure that all special client requirements are evaluated to determine the feasibility and cost of the desired service.
5.17 Prepare reports, as needed, for the APAC Sales Manager and Director, Client Support Solutionson the status of quotes let, orders won, sales revenue, margin dollars and percentage including weekly reports to highlight critical information.
5.18 Perform all other duties as may be assigned by the APAC Sales Manager and Director, Client Support Solutionsfrom time to time.
Perks & Benefits
- Allowance (travel stipends, transportation, etc.)
- Nearby public transport
- Flexible working hours
- Casual dress code
- Free snacks / Happy hours
- Personal leave
- Open culture