Client Relations Specialist

2 weeks ago


La Vergne, Tennessee, United States BRAMCO GROUP Full time
Position Overview

Location
Remote

Employment Type
Full Time

Educational Requirement
Associate Degree

Travel Requirement
Up to 25%

Work Schedule
Day Shift

Job Category
Customer Service

Role Summary:

The primary goal of the Client Relations Specialist (CRS) is to enhance the existing support framework to strengthen the business relationship with key accounts in the Drilling Solutions sector. The CRS will provide hands-on assistance to reduce operational downtime and costs for this segment of the organization. Additionally, the role aims to increase revenue from product support services for these targeted clients.

Reporting Structure:

The CRS will report directly to the General Product Support Manager. Regular communication will occur with the Customer Support Manager of Drilling Solutions. This position is essential in aiding the Customer Support Manager in delivering support and nurturing relationships with identified accounts as directed by senior management. Daily interactions will also include collaboration with Parts & Service Managers, Sales Managers, and other relevant personnel to discuss ongoing issues and coordinate support activities.

Key Responsibilities:

1. **Foster and Maintain Client Relationships**
  • Build and sustain relationships with key personnel at client organizations.
  • Assist the Customer Support Manager in daily operations related to parts, service, and technical support.
  • Facilitate communication between the organization, client technicians, and manufacturers regarding potential issues, providing guidance and estimates for corrective actions.
  • Take ownership of client concerns and ensure resolution.
  • Ensure all clients are informed about available products and services.
2. **Conduct Regular Inspections**
  • Visit client job sites to assess equipment and document findings in relevant databases.
  • Maintain familiarity with client equipment and applications.
  • Utilize tracking tools to keep clients updated on equipment status.
  • Assist in monitoring the condition of major components to provide repair estimates.
  • Conduct follow-up visits after significant repairs or replacements.
3. **Utilize Software for Data Management**
  • Maintain accurate records of equipment and client information.
  • Ensure client files are up-to-date with contact details and service history.
  • Document all communications and opportunities in a systematic manner.
4. **Promote Product Support Services**
  • Generate estimates for maintenance and repairs, presenting them to clients after review.
  • Track and implement technical service updates as necessary.
  • Promote product support programs that enhance client satisfaction.
  • Collaborate with sales teams to offer support programs at the point of sale.
  • Participate in training and promotional events related to product support.
5. **Provide Training and Familiarization**
  • Conduct equipment familiarization sessions with clients.
  • Deliver training on equipment operation.
  • Perform inspections post-delivery and assist with pre-delivery inspections.
  • Inspect rental equipment upon arrival for any damages or required repairs.

Qualifications:

Required Skills:
  • Associate Degree or equivalent technical training; Bachelor's Degree preferred.
  • Proficient in computer applications (MS Office Suite).
  • Minimum of 2 years of experience in the drilling or construction equipment industry.
  • Prior experience in repair or maintenance management is advantageous.
  • Strong interpersonal skills, problem-solving abilities, and attention to detail.
  • Willingness to travel for training and business purposes.
  • Must pass background checks and health screenings.


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