Product Support Advisor

Job Posting: Product Support Advisor

CKC Machinehandel Surmac N.V. or Surmac is the authorized Caterpillar dealer in Suriname established in 1957. In addition, Surmac is also a dealer of other brands. We are proud of having achieved more than 65 years of supplying the most important development sectors of Suriname; mining, power generation, forestry, agriculture, building & construction.

Surmac Guyane is also an authorized Caterpillar Dealer and has its operations since January 2016. Surmac supports Surmac Guyane.

We keep our workplaces safe and care for the environment and community in which we operate and aim to achieve the highest customer satisfaction by providing customized solutions in helping our customers achieve their goals.

For our Sales department, we are looking for a:

PRODUCT SUPPORT ADVISOR

Description

The Product Support Advisor supports the Product Support Sales teams on Prioritized Service Event (PSE) opportunity management and is empowered to leverage the PSE communities

to effectively identify target opportunities within PSE, process PSE and communicate PSE metrics, performance results and any roadblocks visible to Marketing and Sales leadership.

Job Duties/ Responsibilities include, but are not limited to:

· Navigate and leverage the Aftermarket Sales community covering all industries such as Construction Industries (CI), Resource Industries(RI) and Energy & Transportation (E&T);

· Centralize PSE Sales and Marketing Communities access requests;

· Serve as the first point of contact for functional and technical support within Surmac;

o Initiate Customer Relation Management (CRM) Connection/API issue escalation with Surmac’s ICT team.

o Submit user support tickets for any system issues and PSE enhancements/bugs.

· Maintain accurate inventory control reports for department management;

· Ensure community PSE manual extraction (daily) and processing of PSE’s over to the CRM system for all leads going to the PSSR’s and ISR’s (Mining and Non-Mining);

· Review and process PSEs on a regular basis (daily, weekly, monthly);

· Coordinate with Sales management team to assign PSE’s into the sales funnel and support sales funnel management processes through the different sales funnel stages;

· Follow up on aged PSEs/leads with Marketing & Sales teams;

· Provide manual feedback upload for Sales PSEs (for non-connected dealers);

· Monitor PSE closure/rejection reasons provided by sales team member(s).

Education and/or Experience

· Bachelor’s degree in Business Administration or other equivalent education with 1-2 years’ experience in a Sales Environment.

· Must have good understanding of IT Terminology and use.

· Must be able to conduct/facilitate training sessions.

· Experience with ERP systems.

· Experienced in analyzing and processing of data.

· Experienced in PowerBi.

Reporting structure

The Product Support Advisor reports to the Commercial Manager Retail.

Work Schedule

· 45 hours per week from Monday to Friday.

· The work location is located at Paramaribo and the working hours are from 7.00 – 16.00.

· Availability for work at various Surmac locations.

· Availability outside standard working hours if required.

Offer

SURMAC offers a well-paid job added with a competitive benefit- and rewards package. We also offer a learning workplace with a professional business culture in which our employee will be able to innovate day-by-day learning from excellent resources available, leading to a satisfied employee experience every day.

Submitting of your application

Email your motivation letter together with your curriculum vitae before March 25, 2024 to the HR&D Department at recruiting@surmaccat.sr.