Outside Customer Care Representative

WE RISE TOGETHER!

At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.

AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread, Cake and Pie, Pizza and Flatbread and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufactures around the world.

Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce.

If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.

Position Summary

Reporting to the Aftermarket Customer Care Commercial Senior Manager, the Outside Customer Care Representative will be responsible for growing AMF's aftermarket business including but not limited to aftermarket parts, Repair and Modernization projects, technical service packages and training programs in their Region. This position will work in close cooperation with USL CCR's & USL Field Technicians to drive customer satisfaction and resulting revenue improvement.

Key Responsibilities

• Visit all assigned customers at least once per quarter.
• Using hunting skills this person will proactively research & develop new opportunities uncovered during customer visits which can be immediately handled by themselves and/or managed by the Customer Care Rep or Field Tech teammates
• Develop, update and maintain an opportunity pipeline (targets) with probabilities, size and next steps.
• Develop strong relationships with customers in your Territory and deliver superior customer support.
• Identify opportunities for new R&M, service and training offerings and feed those ideas to leadership.
• Execute business presentations, proposals, quotes, service contracts, and R&M and parts sales.
• Utilize AMF supplied tools such as CRM, D365 and other tools to be developed to ensure superior customer information tracking, pre-call planning, call reports, customer contacts, lead development, priorities, cases, opportunities, and quotes.
• Problem-solve internally to ensure that both the internal and the external customer needs are met in a timely and complete manner.
• Prioritize time to ensure good use of travel time in a territory including minimum coverage per trip.
• Provide updates to monthly reports to keep manager and team informed of opportunities, issues and support needed.
• Become the 1st line of support for a customer for rudimentary support while in the field.
• Support a culture of safety and maintain zero accident environment and ensure safe and suitable work environment for self, teammates, and customers

Required Knowledge/Skills & Experience

• Bachelor's degree in business, engineering or technical field.
• Experience in a capital equipment or related business preferably in the baking or food industry
• Demonstrated track record in territory field sales including the ability to self-direct time/focus to grow the business in the assigned territory.
• Customer focused with strong interpersonal and communications skills and "can do" positive attitude
• Ability to work in a fast-paced, ever-changing environment
• Critical thinking and problem-solving skills and ability to think and react quickly under pressure
• Demonstrated proficiency in planning and prioritization
• Demonstrated ability to use CRM systems and Microsoft Excel to keep track of and organize work.
• Basic technical understanding of machine functions and design
• This position requires >70% of travel

COMPETENCIES

Results Focused - Can be counted on to meet or exceed goals; consistently delivers top performance; very bottom line oriented and strategically focused; motivates self and others to achieve results. Delivers error free work and does so with a high level of integrity

Relationship Building/Communication Skills - Demonstrates exceptional verbal skills in interpersonal interactions and instructional delivery so that intended purpose is achieved. Prepares written material that is appropriate for the audience and accomplishes the intended purpose. Builds effective relationships of trust and credibility with internal and external customers that lead to buy-in and sponsorship within their businesses.

Customer Focus- Ensures that the customer perspective is a driving force behind business decisions and activities; develops and implements service practices that meet customers' and own organization's needs.

Problem-solving- Asks good questions and probes all sources for answers; sees underlying or hidden patterns; looks beyond the obvious and doesn't stop at the first answers. Uses rigorous logic and methods to analyze and understand why problems occur; generates and implements creative, cost effective and realistic solutions

Leads with Values - Drives to win in a way that demonstrates values:

respect for the individual, integrity, trust, credibility, continuous improvement, and teamwork.