Service and operations and after Sales
- The main scope of the role is to be responsible for customer management and be the key point of contact
- Have strategic and tactical ownership of the customers in the sales and after sales phase, maintaining awareness of ongoing activities through the remaining part of the value chain for the customer and include Service customers
- Own customer requests and claims and lead the response process in a diligent way to ensure proper and on time responses according to contractual obligations and to best practices
- Be an initial point of contact to and serve as point of escalation for Nordex customers
- Understand the customers business strategy and challenges
- Map, build and strengthen relationships to key stakeholders in customers organisation
- Develop and execute account targets and actions
- Identify and mature partnership opportunities by driving early engagement activities with the objective of securing long term pipeline (Project, Market, Collaboration approach)
- Identify and implement new ways of adapting to customer business models/needs while minimising MVOW risk an maximising our profits
- Engage in negotiations with the contracting team when required and continue to develop and improve the contractual frameworks/basis with customer
- Align with the Global Service Sales, After Sales and Customer Account function and also with KAM function in order to inform and prepare any needed communication or report and drive preparatory work
- Develop knowledge of all Service contracts and provide guidance and support to Head of Service in regards to customer related topics and communication
- Draft and revise a variety of SAA contracts, Sub contracts for current and new Service Projects, South Africa and Div International, as assigned;
- Track contractual performance, especially to analyse the successful performance of all OMASA contractual obligations
- Regularly meet with Customers to discuss contractual performance and project matters
- Regularly visit the site team to support O&M team on the contract interpretation and/or doubts;
- Coordinate interface within service department for the flawless execution of handover between project phases construction and service
- Perform other related duties within service and operations as assigned
- O&M scope tender management for new projects lead by Sales Department. Including any support and/or questions requested by Sales team.
- Gate LoA risk analysis registration in C4C
- New projects Gate ppt review prior to the official presentation
- Create service renewal cost report
- Service Sales KPIs Management
- Aftersales offers management including NX local company sales increase
- O&M annual prices updating support to O&M team
- Support to COE team as required
- Knowledge of the NORDEX or ACCIONA specific programs, products and services will be an Advantage.
- Strong relationship builder, experienced with long-term customer relations with excellent communication skills
- Take lead, maintain momentum and deliver results whilst ensuring the best possible collaboration and stakeholder management
- Persistent, determined and resilient
- Technical experience with team work competence
- Good judgment and decision making
- Excellent analytical thinking
- Strong sense of organization and planning
- Leadership, teamwork, collaboration and responsibility
- Client satisfaction focused
- Think strategically and analytically
- Willing to travel, including nights away from home
- Share knowledge and experience
- Medically fit
- Bachelors degree in commerce, business administration, engineering, law
- Driving Licence Minimum Code B
