Flexible to Travel Product to handle IVD and GWSO Product Business Importance of the Role: This role owns delivering service & service business results as per Operational Metrics defined below & meets the operating Business Plan of Genworks. Manages high level of Customer satisfaction through Service Excellence at assigned customer accounts/IB by driving various Operations parameters as per target. Also drive Commercial excellence through AMCs, CMCs, Part Sales, Accessories & Consumable Business time to time. Over a period of time becomes the Customer success leader & be the Point of contact by building strong relationship between Genworks & respective OEM. Key Responsibilities to Deliver (Daily, Weekly, Monthly, Quarterly, Annual): Timely installation, Troubleshooting and Calibration Pre-installation demos, checks and user maintenance training for instruments including primary level of application issues and standardisation handling. Troubleshoot Instrument related issues (break fix issues). Strive for customer success through solutions-based growth approach. Ideal Candidate Persona (Education, Work Experience, Skillset, Mindset) to be successful in the role: Diploma or Bachelor or master's degree in engineering from an accredited academic institution. Decent presentation & Articulation skills; able to present ideas to customers in a way that produces understanding and impact. Able to travel extensively without boundary. Ability to work with the team and follow up for deliverables daily over telecon/email. Excellent interpersonal and communication skills to effectively influence and build strong relationships with multiple stakeholders and confidential/sensitive information. Should adapt to a dynamic, fast paced and rapidly changing matrix environment Ability to effectively network across a variety of teams to build solid relationships. Should have good analytical, problem solving and negotiation skills Key Competencies Ideal Candidate should demonstrate to be successful in the role: Customer-Focused Service : Has knowledge of the functions of our products/services and how our customers use them, develops strong & long-term working relationships with internal and external stakeholders/OEMs, anticipates what a customer might need & provides them without being asked, focuses on resolving customer queries quickly, sets clear expectations to customers about what can be provided, provides direct, informative & accurate responses to customers, ensures customers issue is correctly identified and remains focused on it until it is resolved Agility & Response to Change: Adapts easily to new situations & demands, looks at new possibilities, deals well with ambiguity, has patience in trying circumstances, shows composure under pressure, does multi-tasking, has a positive attitude towards change, anticipates & overcomes barriers to change, understands need for change & how they help in achieving organization goals, communicates positively to team members, sees the necessity for the organization to be flexible & agile, strongly focuses on maximising efficiency & enhancing overall quality. Accountability: Takes responsibility for achieving group goals, establishes, and uses dashboards & metrics to measure accomplishment of group goals and makes adjustments in work as needed, uses metrics and other resources to identify and resolve systemic issues, is aware of repercussions on missing revenues & strives to course correct to achieve target, is empowered to take decisions, takes personal accountability for own actions and errors. Relationship building: Looks to build trust with customers, demonstrates understanding of the customer's needs & expectations, builds strong relationships with multiple key influencers & maintains frequent interactions. Negotiation & Pricing: Represents company interests, achieves a win-win for customer & company, maintains price book pricing in the market, has a low frequency of requesting special pricing & maintains confidentiality of the same, applies different pricing strategies to proposed solutions. Planning & analysis : Understands the business need, organizational goals and how they translate into operational needs, is aware of the complete business cycle and possible bottlenecks in the process, works efficiently to reduce TAT, forecasts monthly in line with business expectations & revenue projections across modalities, tracks stock availability, leverages previous trends and metrics to improve operational capability provides early warning signals on risks, presents cash need by business, makes prudent & efficient business decisions on logistics & warehousing for each transaction, identifies risks affecting supply/delivery/customer demand. One-Genworks Solutions approach: Follows modality-based guidance matrix for product positioning by understanding customer's workflow, leverages vast product portfolio to cater to more customer segments across all modalities. Promotes customer care area focused solutions, identifies, and creates differentiation to the solutions offered, constantly takes newer solutions added to his/her portfolio to customers and provides feedback, shows intent & effort as a true GW champion Discipline towards Internal processes: Adopts company policies, utilizes required digital tools - CRM/ERP/E-commerce/OKR systems, first-time right for documentation for order processing & revenue recognition, adheres to sales, demo & buyback processes, complies with legal & statutory requirements, closure of customer AR. Domain Expertise : Provides reliable inputs in his/her domain of expertise and is able to explain the value proposition to the customer, is able to demonstrate & convince the value of the solution to customers, shows a willingness to learn & unlearn in the chosen domain. Strong Org Citizenship & Integrity : Treats people respectfully, is direct and honest yet sensitive while working with others, works together with colleagues to solve problems and provide leverage to any team, treats colleagues & customers with dignity and respect, and works without bias, is fully accountable for actions taken and ensures that they are in full compliance with the company's rules and regulations Commitment to excellence: Is ambitious, pursues goals, maintains focus, demonstrates results in a variety of selling scenarios, is passionate about his/her role and continuous seeks to learn best practices and gain mastery. Customer Champion: Exhibits humility to listen, understand and empathise with the customer, goes over and beyond to delight the customer, putting the customer first for ALL decision making, understands the target customers profile/needs and pain points, has a strong pulse on competition, effectively prioritises the top customer problems that can have an impact in the market.
