Customer Care Manager

About the role

JBT Marel, a global leader in food and beverage technology, is looking for a Customer Care Manager. You will act as a trusted advisor for customers in your focus market, building and maintaining relationships from site manager down to operators and technicians, and turning their needs into value-adding solution proposals. The role involves frequent customer visits and travel.

Key responsibilities

• Analyze customer performance and needs, identify opportunities and turn them into solution proposals covering uptime, performance, reliability and cost of ownership.
• Act as customer advocate and trusted advisor, optimizing relationships through frequent visits and communications.
• Meet financial targets by proactively selling parts, service solutions and service agreements.
• Work with CSC, SPC, SCC, SAM, SeKAM (if applicable) and Sales (equipment) to manage the customer business and drive satisfaction.
• Build relationships with industry and product experts and drive cross-border synergies.
• Draft tactical and operational customer plans and support the regional operational plan.
• Analyze customer, market and competitor data and turn it into feedback for the service organization.
• Manage the pipeline of opportunities, their status and follow-up activities.
• Monitor customer satisfaction, handle escalations and share insights with the wider organization.

Required profile

• Degree in Engineering and/or Business Administration.
• Recognized sales training.
• Sales of services or capital goods, with at least 2 years of experience in this or a similar position.
• Written and spoken English.

Required skills

• Proven sales and negotiation skills.
• Excellent communication and ability to work in a multi-discipline team.
• Naturally outgoing, able to build lasting client relationships.
• Sound knowledge of systematic maintenance principles and how they become value-adding service solutions.
• Understanding of customer experience scores and ability to act on feedback.
• Self-starting, effective time management and goal achievement.