About the Role
This position encompasses both pre-sales and post-sales responsibilities in managing customer inquiries and ensuring effective communication between various teams to facilitate the process of heat exchanger replacement, retrofit, and associated services. The role requires a proactive approach to coordinate technical assessments, prepare quotations, and maintain accurate records within the CRM/ERP system, while also ensuring customer satisfaction through efficient follow-up and coordination throughout the sales process.
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Responsibilities:
Pre-Sales
- Handle customer inquiries regarding heat exchanger replacement, retrofit, and related services.
- Create opportunities and work orders using CRM/ERP.
- Coordinate site surveys, inspections, measurements, and technical assessments.
- Collaborate with sales, service, and design teams to understand site requirements and prepare quotations using CRM/ERP.
- Conduct estimation and costing in consultation with sales to arrive at final pricing.
- Prepare and send technical submittals to customers.
- Prepare and send new & revised quotations to customers within 24 hours using CRM.
- Maintain enquiry records, quotation status, and order tracking.
- Monitor pending quotations and identify opportunities for follow-up and conversion.
- Maintain accurate customer and project information in the CRM/ERP system.
- Manage vendor registrations with contractors, facility management companies, government entities, semi-government organizations, and within Oil & Gas sectors.
- Receive and review LPO or contracts from customers, verifying all commercial, technical, and contractual terms against the approved quotation; coordinate with relevant departments to resolve discrepancies prior to order confirmation.
- Prepare and send order acknowledgments.
- Prepare and send proforma invoices to customers.
- Book jobs through CRM/ERP.
- Follow up on material availability, delivery schedules, and installation timelines.
- Coordinate with customers and service teams to schedule installation, replacement, testing, and commissioning activities.
- Work with customers to gather necessary documents for permits and passes.
- Assist the sales team in achieving monthly and annual sales targets.
Post-Sales
- Manage post-sales support to ensure customer satisfaction and timely resolution of any issues.
- Maintain ongoing communication with customers to ensure their needs are met following installation and implementation.
