Customer Service Consultant

Position Summary

The Customer Service Consultant/Service Technician (CSC) is charged with the customer’s overall satisfaction with Cold Jet products and services. The CSC is responsible for efficiently and professionally serving customer needs, proactively building customer relationships and growing the revenue in the region (WI/Chicago area).

The Customer Service Consultant will provide on-site installation, service and troubleshooting support with Cold Jet equipment at customer facilities throughout their assigned territory. The CSC will add value with customers by training customers how to optimize their cleaning and surface preparation applications by best using the Cold Jet equipment. This includes suggesting other Cold Jet products, parts, and services for the customer to use in their cleaning and surface preparation processes.

Along with other roles and responsibilities, this role requires an individual who will constantly challenge the status quo and look for ways to innovate products and processes to drive value to our customers.

Position Responsibilities

Be a Resource to Customers:

• Listen to, understand, and comprehend customer needs, issues, or problems with empathy and satisfy customer with the best solutions.
• Troubleshoot and perform basic equipment maintenance, minor repairs and upgrades at the customers site and arrange for larger repairs for the customer to maximize machine uptime.
• “Own” customer requests and issues, including the completion of warranty work. Follow-up with customers to ensure 100% satisfaction.
• Handle all company business in the best interest of both the customer and Cold Jet by creating value and providing win-win solutions.
• Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs.
  
  

Assist in the Generation of Revenue within the Assigned Territory:

• Work effectively with the Regional Sales Manager to service customers and grow the territory.
• Proactively schedule Preventative Maintenance Inspections for existing customer base inside assigned territory.
• Sell consultatively while making recommendations to existing customers and prospects of various Cold Jet solutions.
• Identify opportunities for additional machine sales, conduct product demonstrations and produce quotations for consideration from the customer.
• Develop a database of qualified leads through referrals, telephone canvassing, cold calls, direct mail, emails, and networking.
• While communicating with customers, look for opportunities to propose solutions for them such as additional spare parts, accessories, Cold Jet CONNECT, spare part kits, equipment refurbishing, short term rentals etc.
• Maintain company vehicle, assigned equipment and parts inventory for product demonstrations, sale and repairs.
• Maintain customer and sales data in Epicor, CONNECT and in CRM system, both as a selling tool and as a means of gathering information used by sales management and marketing to strategically grow the business.
  
  

Other

• Participate as a team member in the development of Cold Jet’s sales and marketing infrastructure and strategy and such other activities as required and assigned to help the company overall.
• Represent yourself and the Company professionally.
  
  

Position Requirements

Education and Experience:

• Undergraduate degree within a business or engineering discipline is preferred or five years of experience successfully selling capital or industrial goods in a business-to-business environment.
• Some successful mechanical and electrical experience required.
• One or more years of experience selling capital or industrial goods in a business to business environment is a plus.
  
  

Skill Competencies

• Able to communicate at all levels within an organization and engage others in conversation, relate, and persuade.
• Able to prioritize responsibilities and manage time independently.
• Strong analytical skills and effectively applies technical and logical methodologies to solve problems.
• Customer service skills that demonstrate a commitment to customer satisfaction and garnering customer loyalty.
• Technically savvy with the ability to learn, discuss, and repair products on a technical level.
• Able to work both independently and in a team environment.
• Demonstrated computer proficiency with MS Office Suite, especially Excel, and CRM applications.
• Must have a full driving license and be able to drive a company pickup truck or van with a tow-behind trailer.
• Willingness to undertake irregular working hours. Must be prepared to travel overnight approximately 50% or more depending on company needs.
  
  

About Cold Jet

Cold Jet is an innovative, energetic company that prides itself in the design, production, and sales of world-class, state-of-the-art dry ice technology. Cold Jet is managed by a knowledgeable and experienced team of dynamic and dedicated professionals, working towards a clear vision. Through their leadership, individuals and teams achieve challenging and focused goals, fostering personal achievement and loyalty to a company that values a job well done.By recruiting, hiring, training and retaining the most talented professionals, we continue to build our legacy of innovation and excellence. Learn more about our culture at careers.coldjet.com