Pittsburgh - Allegheny County|
|Employment Type:||Full Time|
|Benefits:||Full Company Benefits|
|SUMMARY: Expands and retains the customer base through account visits, competitive system identification, application selling, account qualification, and equipment demonstrations and training. Assists the sales force to maximize productivity.|
|ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Implementation, Installation, Training
o Conducts customer training on all essential hardware functions, including copy, fax, print, scan, document filing and retrieval, web interface, and online customer center.
o Installs and trains on print drivers, fax drivers, scanning, SmartDevice and Sharp Printer Utilities.
o Addresses customer questions and concerns.
o Uncovers and documents key applications.
o Follows up as appropriate with sales representative.
2. Current Customer retention/expansion
o Visits top 100 customers on a bi-annual basis and the rest annually to build rapport and identify opportunities.
o Generates sales leads, and communicates with appropriate sales representative.
o Seeks ways to increase output volume in existing accounts.
o Qualifies accounts for document applications
o Provides feedback to sales representative.
3. Addresses and remedies any customer concerns (Care accounts)
o Demonstrates empathy and understanding of customer concerns.
o Strategizes with sales and service on account situation and action plan.
o Schedules/plans aggressive timetable for remedy.
o Documents actions taken; serves a liaison between customer, sales and service.
o Plans and time-activates follow up to ensure customer satisfaction.
4. Provides pre-sale support.
o Conducts studies and gathers information that will assist in sales approach.
o Conducts interviews and collaborates on solution.
o Participates in presentations, proposals, and demonstrations as requested and appropriate.
o Educates Sales Representative on study techniques and collaterals to empower.
5. Conducts product launches and training within branch
o Plans and executes informative, interactive product launches.
o Conducts training for product certifications:
Obtains certification on new products
Ensures certification of your sales team.
6. Account Specialist Role (if selected by management group)
o Establishes clearly defined responsibilities between customer and Account Specialist.
o Conducts Quarterly Account Reviews (with Sales Representative)
o Designs and implements ongoing training programs for accounts
o Generates sales leads
o Increases output volume in existing accounts
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Safety and Security - Uses equipment and materials properly.
Initiative Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offer help when needed.
Innovation Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others attention.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION / EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of Spreadsheet software; Word Processing software and Email & Calendaring.
OTHER SKILLS AND ABILITIES
Ability to install print drivers on customer networks. Knowledge of technical features of copiers, printers, and fax equipment. Ability to learn new information quickly and independently.
Must be able to travel 75% of the time.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand. The employee is occasionally required to walk; sit and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include color vision.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts and outside weather conditions. The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.