Customer Care Manager

At JBT Marel, what we do matters , we know that the contribution of our employees leads to the success of our business.

Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation.

Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.

As the Customer Care Manager, you will be responsible for the relationship and management of the customer and should act as a trusted advisor and pro-actively work to build and maintain the customer relations.

This includes analyzing and delivering performance information, knowledge & advice with recommendations for solutions to the customer’s needs and expectations for uptime, performance, reliability and cost of ownership.

The CCM should have a close dialogue with the customer, from site manager to operator and technician, to capture their needs and pain points. These needs are then converted into solution proposals that will be perceived and understood as value adding by the customer.

A key part of the role of the CCM is to meet with customers, thus the CCM will travel frequently.

On a given day, you may:

Be the customer advocate and trusted advisor for the customer in their focus market

Optimize customer relationships by building trust through frequent customer visits and communications

Meet the agreed financial targets effectively and efficiently through proactive sales of parts, service solutions and service agreements

Analyze customer performance and needs, identify opportunities and translate this into proposals of solutions for the customer

Work closely together with CSC, SPC, SCC, SAM, SeKAM (if applicable) and Sales (equipment) to manage the business with the customer and drive customer satisfaction

Facilitates good relationships with industries and product experts and drives cross border synergies

Draw up the tactical and operational plans for the customers

Support development of regional operational plan

Analyze customer, market and competitor data and translate this information into valuable feedback for the service organization and other relevant functions within Marel

Manage and maintain pipeline of opportunities, their status, and follow up activities, as it relates to customers

Maintain strong customer focus to ensure outstanding customer experience, thus securing the organization’s goals for growth, sales, and profit and efficient service delivery and utilization

Monitor customer satisfaction and execute relevant actions and communications

Effectively monitor any escalation process for customers

Skills and abilities

Proven sales & negotiation skills

Excellent communication skills and ability to work in a multi-discipline team environment

A naturally outgoing individual with a profound ability to interact with customers and teams alike.

A sound knowledge of systematic maintenance principles and how they are translated into value adding service solutions

Ability to build lasting relationships with the clients.

Understanding of customer experience scores, and be able to translate that into feedback to the organization and react accordingly

A customer and service minded self-starting individual, who can manage time effectively and achieve agreed goals.

Education, Knowledge and experience

Degree in Engineering and/or Business Admin...

Recognized sales training

Sales of services or capital goods, with minimum experience in this or similar position (2 years).

English skills, both written and verbal

We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.

We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.

We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!

Benefits: JBT Marel offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.

Commitment to Diversity: Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.

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