Customer Care Representative

MAAG Pump Systems, Automatik Plastics Machinery, Maag Industries, Reduction Engineering Scheer, Ettlinger, AMN, and Witte – seven successful and well-experienced companies have joined forces to become the global partner for the polymer industry. As a manufacturer of gear pumps, pelletizing, and filtration systems, and pulverizers we offer top-grade equipment for your demanding requirements – not only for polymer applications but also for the chemical, petrochemical, pharmaceutical, and food industries.

The foundation of our success is found in Maag’s core values:

•           Collaborative Entrepreneurial Spirit

•           Winning Through Customers

•           High Ethical Standards, Openness, and Trust

•           Expectations for Results

•           Respect and Value People

Available benefits include:  401K, paid annual holidays, medical coverage, life insurance, long-term disability insurance, and more!

The Customer Care Representative role is responsible for identifying and driving new customer growth in revenue and margin improvement, cultivating customer relationships to assess and identify new business opportunities, and developing a proactive strategic approach to the market and the foundational steps to achieve the results. The Customer Care Representative will perform strategic visits to customers to evaluate their installed base to ensure top performance is achieved with MAAG equipment; in order to provide this, recommended upgrades, spare parts, equipment functioning parameters, etc. will be shared with customer to improve overall customer experience and satisfaction. 

Position Description - Tasks, responsibilities, competencies

• Responsible for growing the Aftermarket Business in the Americas to meet the goals of the company.
• Analyze customer sales trends to identify customers that require additional support.
• Evaluate the customer profile: installed base, sales trends, aftermarket consumption, service support, and develop a plan on how to better support the customer with services MAAG can provide.
• Collaborate with sales to develop a process to identify the customers to target.
• Visit customers that have been identified as key potential to improve overall customer satisfaction and drive aftermarket growth.
• Develop market assessments to identify underserved opportunities to target with MAAG products and services.
• Develop competitor assessments to identify customers to target and transition to MAAG products.
• Develop in combination with product management, engineering, service, and customer care packages.
• Other tasks as assigned by the manager.

The incumbent considers all interests of quality, accident prevention, and occupational safety as well as environmental safety in a preventive manner within his scope of responsibility and actively supports avoiding damages to people, facilities, assets, material and environment.

The incumbent is obliged to perform tasks requested by management that relate to his position scope or arise from company needs. This job description reflects the current status, and the right to make changes reserved.

Work Environment

Work in this position is in the office and remote. 

Physical Requirements

• 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.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• The employee is frequently required to sit, type, and constantly work in front of a computer screen.

Education

Mandatory

• High School diploma or equivalent education (additional technical skills a plus)

Desirable

• Bachelors Degree

Professional Experience

Mandatory

• Min 5 years in Field Service or Technical Sales related to Underwater Pelletizers, Die Plates and Dryers
• Min 5 years experience in Aftermarket Roles (i.e. Customer Service, etc) related to Underwater Pelletizers, Die Plates and Dryers
• Min 10 years of experience in the plastics industry

Desirable

• Experience in plastics processing

Interpersonal skills and behavioral competencies

Mandatory

• Excellent verbal and written communication skills
• Highly organized and efficient in approaching tasks
• Independent self-starter with ability to problem solve and anticipate and avoid issues
• Strong team player, work ethic and commitment to win
• Customer-focused
• Ability to work in stressful and sometimes tense situations.

Travel Frequency

• 50% - 75% travel required

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.