Sales Support Coordinator / Service Administrator

DRAFT Job Description Document

Update: April 10^th 2024

Function: Full time job in Aftermarket Sales Department & Service Delivery Department

Job Title: Sales Support Coordinator / Service Administrator

Location: Kongsberg Office, Elliniko, 22. Vouliagmenis Str. Athens

KONGSBERG is a leading global technology corporation delivering mission-critical solutions with extreme performance for customers that operate under extremely challenging conditions. The group has fulfilled demanding customers’ needs and adapted to changing market conditions throughout its proud 200-year-old history.

The Group is structured in 3 divisions: Kongsberg Maritime, Kongsberg Defence & Aerospace & Kongsberg Digital

Kongsberg Maritime is a market leader in systems for Automation, Propulsion and Engines, Deck Machinery & Motion Control, Tank Gauging, Dynamic Positioning, Navigation, Sensors and Robotics etc.

With more than 150 yrs. of experience, Kongsberg Maritime has equipment installed on more than 30,000 vessels worldwide & employees more than 7,300 people worldwide in 117 offices located in 34 different countries

Kongsberg Maritime Hellas SA is representing Kongsberg Maritime’s business units and product lines in the Hellenic and Cypriot market.

KM Hellas offers Aftermarket & New Sales support to end users (ship owners, ship managers and ship operators) phone and emails support, on-board services, spare parts handling, and training courses.

Office customer support requires daily contact with ship owners, ship operators, ship agents and with Kongsberg Maritime Global Customer Support network

Overall Tasks & responsibilities

• Get analytics to evaluate fleet of the most important Customers
• Obtain together with the Sales Managers the maintenance plan of our customers, converting it to opportunities
• Create target list for potential opportunities upgrades, connected to green initiatives
• Make sure they are one source of intelligence to pick on customers’ evolving operational profiles
• Support the Propulsion & Handling Team Leader in his Project Coordination tasks for P&H Projects, Field Service or Aftermarket related
• Provide internal stakeholders (Aftermarket Sales Managers) and external stakeholders (customers) with adequate support in technical matters which requires consultancy on the P&H range.
• Provide internal stakeholders (Aftermarket Sales Managers) and external stakeholders (customers) with adequate support in technical matters which requires consultancy on the Propulsion & Handling range
• Further development of the proactive maintenance tool aiming at supporting the internal stakeholders (Aftermarket Sales Managers)  to proactively bring to customers’ attention issues related to product life cycle management (i.e. need for system upgrades when a system/product gets into its limited or obsolete support phase) and pending maintenance /repair jobs related to securing the safe operation of critical system/products.
• Provide support to internal stakeholders (Aftermarket Sales Managers) when it comes to preparation of quotations, if needed, for both A&C and P&H
• Receive customer service inquiries related to Propulsion & Handling and Automation & Control, as far as Upgrades & refits is concerned, ensuring a professional and competent aftermarket support to all Kongsberg Customers, according to the KM Quality Assurance guidelines, governance and strategic initiatives, contributing to goals and revenues.
• Manage the incoming customer inquiries professionally, in direct dialogue and cooperation with the respective Product Centres / Factories and the Sales Managers in the field, ensuring that a professional quotation reaches the customer on time.
• Follow up sales quotation sent to the customers, in cooperation with the Sales Managers in the field
• Assure that KM Governance and trade guideline procedures are understood and followed.
• Get engaged if and when needed into Field service inquiries or jobs assigned by Greek & Cypriot customer to KM Service Delivery Teams outside Greece, when the Sales Managers suggest so, in order to accelerate communication and coordinate smooth execution of the jobs assigned.
• Provide support to the Sales Managers and the Head of Sales for Greece and Cyprus, to gather the required Business Intelligence data , to comply with reporting requirements or with customer Business Review sessions.
• Assist and coordinate with the Field Service Engineers and the Head of Sales in Greece and Cyprus, ongoing campaigns run by the Corporate Aftermarket organization.
• Utilize existing and upcoming ERP systems used for order processing
• Collaborate with the Sales Managers and the Credit Controller, when it comes to Credit Management and Cash collection, related to overdue debt of customers.

Accountabilities & Measurements

• Aftermarket Sales Budget for Greece and Cyprus
• Achievement of the targets set on annual basis for aftermarket in Greece and Cyprus
• Achievement of the Personal Development Review Plans and Targets
• Compliance with the KM Code of Conducts

Skills and Requirements

• Technical Education in Mechanical Engineering or Electrical Engineering of Automation engineering is a must
• Complementary Education in Business Administration would also be appreciated.
• Excellent English skills in verbal and written communication.
• Experience in the inside sales / sales support field in shipping or in the land-based industry, would be appreciated.
• Excellent Commercial Understanding
• Performance Driven self-orientation
• Team working mentality
• Contractual Understanding
• ERP experience

Personal qualities

• Excellent IT skills
• Excellent organisational and communication skills
• Financial and budgetary understanding
• Bachelor’s degree in business administration or a related field may be preferred.

Reporting Line

• The position will be reporting to the Head of Sales for Greece & Cyprus with a dotted reporting Line to the team Leader of the Propulsion and Handling Service Team.