Customer Care Manager – Protein (Malaysia)

Job Summary

The Customer Care Manager (CCM) is responsible for driving high levels of customer satisfaction and profitable growth of the aftermarket business with existing customers. The role acts as the primary relationship owner and trusted advisor proactively identifying customer needs and converting these into valueadding service contract spare parts modification and upgrade solutions. Through close collaboration with internal stakeholders the CCM ensures a consistent highquality customer experience across the full customer journey.

Job Responsibilities

• Area of responsibility; Singapore Malaysia and Indonesia for Customer Care Protein business.
• Serve as the customer advocate and trusted advisor for assigned customers ensuring longterm partnership and customer success.
• Build and strengthen customer relationships through frequent engagement site visits and structured communication at all relevant customer levels
• Meet agreed revenue and profitability targets through proactive sales of services service contracts spare parts modifications and upgrades
• Responsible for Pipeline creation Forecast Sales Stage Management and Weekly report.
• Analyse customer performance uptime reliability and costofownership metrics to identify improvement opportunities
• Translate customer needs and pain points into tailored valueadding solution proposals
• Develop present negotiate and follow through on service and aftermarket solution proposals
• Work closely with Field Service Manager Customer Support Specialist Service Area Managers (SAM) Key Account Managers (KAM) and Sales (new equipment) to ensure aligned execution and customer satisfaction
• Proactively collaborate with equipment Sales to identify opportunities to include services contracts and spare parts in new equipment sales
• Develop and execute customer account plans in collaboration with the Service Business Manager and relevant stakeholders
• Contribute to regional operational planning and provide input on customer market and competitive insights
• Manage and maintain an accurate pipeline of aftermarket opportunities including status updates and followup activities
• Monitor customer satisfaction levels and execute corrective or improvement actions where needed
• Ensure all customer data and critical information are accurate and up to date in relevant systems
• Manage and support customer escalations in line with defined processes
• Travel frequently within the region and internationally as required
• Perform other duties as assigned to support business needs
• Act as first point of contact for any customer need.

Job Requirements

• Bachelors or Masters degree in Engineering Business Administration or a related field preferred
• 3 years of experience in service sales aftermarket or capital equipment sales preferably within an industrial Primary Processing or food processing environment
• Proven sales and negotiation skills with a customercentric consultative approach
• Strong communication and interpersonal skills able to work effectively in crossfunctional and multidisciplinary teams
• Solid understanding of systematic maintenance principles and valuebased service solutions
• Analytical organized and goaloriented with the ability to translate customer performance data into actionable solutions
• CRM or Salesforce Management
• Selfdriven and capable of managing time priorities and customer relationships effectively
• Fluent in English both written and verbal
• Comfortable working in multicultural matrix organizations

Why work at JBT Marel

• We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work at home and in your community.

• We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.

• We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!

Commitment To Diversity

Diversity Equity Inclusion and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful focused and sustained effort to work towards our DEIB goals is not just a principled choice but also a business imperative.

Equal Opportunity Employment JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race color religion national origin sex sexual orientation gender identity age disability veteran status citizenship or any other characteristic protected by applicable federal state or local laws. At JBT Marel we apply this policy to all our employment practices including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation benefits and training. We make hiring decisions based solely on qualifications merit and business needs at the time.

#LI-EZ1