Customer Sales Support Manager - Service and Ocean Business

Customer Sales Support Manager_ Service and Ocean

About the Company:

In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling and purifying process that allow our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas to become reality, in an environment that welcomes drive, courage and diversity. The result is a company where we all can be very proud of what we do. Our core competencies are in the areas of heat transfer separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. our world-class technologies, our systems, equipment, and services must create solutions that help our customers stay ahead. Please feel free to peruse our website www.alfalaval.com .

Purpose of the Job :

Lead a dynamic Customer Sales Support team to deliver prompt, accurate responses to customer parts requirements and ensure seamless Quote-to-Cash execution for Aftersales and also ensure complex Project Capital Ocean sales execution. Local Pricing & Installed base Owner. Change driver within service division in implementing initiatives/newer process for profitable service sales. Partner with Business Unit Managers to close key deals and uphold governance and compliance across all sales support processes.

Key Authorities :

• Accountable for delivering net invoicing across the Service Division and Ocean business
• Local Pricing Process Owner, ensuring effective price management and consistency
• Installed Base Process Owner, maintaining data integrity and leveraging insights for growth.
• Drive in implementing new business initiatives to enhance profitability and efficiency
• Drive in ensuring Process governance

KPIs :

• Achieve service revenue growth by meeting net invoicing forecasts.
• Ensure effective execution of orders and order fulfillment (OFTLd).
• Implement annual price management processes to secure desired local margins.
• Maintain high-quality Installed data to support business insights and growth.
• Deliver prompt response times for both transactional and non-transactional quotes to strengthen customer satisfaction and sales performance.

Performance Dimensions and Key Responsibilities :

A. Ensuring Quote & Order Execution Process

• Lead Customer sales support team to achieve service business goals by providing prompt response to customer needs
• Effective execution of  Order execution and OFTd
• Ensure customer sales support is actively supporting Field Sales and is taking responsibility for the quotation.

B. Price Management

• Implement TP process for creating & updating customer price lists, discount matrixes in discount tool
• Coach & guide Discount tool super user in implementing price revision
• Support Business for reviews & pricing decisions
• Support business in implementing rate contracts for customers

C. Install base management

• Owner of Installed base
• Coach Installed base coordinator
• Ensure regular equipment updates and quality check

D. Internal coordination and networking

• Develop intra organizational network to ensure smooth and timely execution of customer orders.

E. Change Driver

• Instrumental in implementation of changes, information for service sales process
• Utilize best practices and synergy within Service and CS
• Act and implement new tools, initiatives, campaigns etc to entire service division.

Qualifications/ Certifications :

• Engineering graduate having 12-15 Years experience.
• Lean sigma certification

Knowledge, Technical Skills and Nature of Experience :

A. Leadership and management skills

Good knowledge engineering concepts, market intelligence and commercial aspects of the product related service business. Hands on experience in product handling for at least 5 yrs. Experience in independent project management, handling of product portfolio and its application and process

B. Technical skills:

MS Office, ERP, material management).

Behavioural/ Leadership Skills :

• Applying Expertise and Technology
• Creative and Innovative
• Entrepreneurial and Commercial Thinking
• Persuading & influencing
• Analysing
• Communication skills (structure and clarity)

Physical & Environmental Factors
Office environment with frequent attendance on the shop floor. Safety equipment required when present on the shop floor – footwear, hearing, eyewear.
Environmental Factors (hazardous materials, work location, work surfaces, exposure).

Why should you apply:

• We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.

• Exciting place to build a global network with different nationalities.

• Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.

"We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.”

Experience Level

Mid Level