Epredia

Account Executive

• Execute the division’s business strategy through the sales process to meet or exceed defined sales goals/quotas
• Establish relationships with customers at all levels from the front line to the decision makers to understand priorities and propose solutions based on uncovering customer’s present and future needs
• Proactively schedule time for customer visits, follow up after the sale, install and train on equipment, and resolve service issues
• Collaborate with channel partners/distributors to maximize selling opportunities
• Manage customer expectations by asking good questions and detailing Epredia’s value proposition
• Create a positive customer experience by coordinating internally to ensure customer needs are met
• Utilize SalesForce.com to document sales forecasts and identify opportunities to grow the sales funnel
• Monitor competitive activity and trends within the industry and territory
• Attend state, regional, and national trade shows as applicable

Field Engineer

• Provide world-class service to our customers by performing preventative and corrective maintenance for Epredia instrumentation.
• Use expert troubleshooting skills to diagnose and resolve technical issues on a variety of electromechanical instruments.
• Manage service call scheduling, parts inventory, and other administrative necessities.
• Build trust-based relationships with our customers.
• Interact with and provide feedback to internal stakeholders including technical support teams, Manufacturing, and Sales.
• Prepare periodic reports to management including compilations of customer complaints, trend analyses, and suggestions for improvement.
• Represent Epredia in a positive, professional manner in all dealings with customers, both external and internal.

Field Service Engineer

Customer Support

• Enter and update/manage all orders received via email and phone, with products ranging from IHC, Consumables, Instruments, Etc.
• Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order process.
• Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address them while ensuring adequate coverage of the customer’s business, anticipating their needs in a way that seeks to eliminate any need for your account(s) to contact us with questions, aside from placing new orders.
• Enter all needed customer complaints and product returns.
• Investigate overdue and damaged shipments or shortages in shipments already received.
• Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times.
• Gather and disseminate information and pursue a course of action for timely resolution.
• Investigate by contacting other departments, supervisors, sales, business and channel partners, and/or freight carriers.
• Utilize needed systems to locate required information.
• Analyze and resolve customer concerns using established procedures.
• Examine pertinent information to determine the validity of customer complaints and to determine responsibility for errors and resolution throughout the order process.
• Document any applicable processes where serving as a Subject Matter Expert for the team.
• Analyze the open order report and collaborate with Materials/MFG/Sales and other departments to ensure that orders are shipped out on time.
• Identify the root cause of past due items and help drive solutions to meet customer expectations.

Account Executive

Field Service Engineer

Customer Care Specialist