The Account Manager role requires the ability to support multiple assigned customer accounts and coordinate with a cross-functional team to provide rapid responses, expert advice, and delivery performance to maintain the highest level of equipment reliability from the initial inquiry through delivery of components. It requires the individual to develop and maintain a broad knowledge of Fairbanks Morse Defense products and systems to drive growth through effective processes to achieve volume and margin targets. Typically works with the more complex customers and may perform complex duties within established guidelines. Works independently; performing a full range of responsibilities within the job function; analyzes problems/issues of diverse scope and determines solutions. This role will provide assistance/support to other Component Sales team members. Works with Segment Directors and internal technical experts to support/lead opportunity generation.
Principle Duties and Responsibilities
Manage daily business for assigned customers including but not limited to:
Manage assigned customers' quotes and/or orders to ensure they are processed to customer expectations
Strengthen relationships with assigned customers by managing customer satisfaction process
Coordinate cross-functional collaboration (Engineering, Finance, Supply Chain, Finance, Manufacturing, Quality) to ensure customer expectations and internal targets are fulfilled
Provide necessary information to assigned customers including pricing, marketing materials, delivery and terms and conditions of sale
Represent company capabilities including products, services, value proposition with assigned customers, trade associations, industry groups, and workshops
Take lead role in customer-related activities, including assisting in the coordination of customer visits, at both customer site and factory visits
Recommend pricing strategies to meet business objectives
Provide support to contract administration throughout the quotation and/or order fulfillment phases
Support Segment leaders to develop strategies and programs with goal of increasing sales through direct customers and/or channel partners
Support Segment leaders with the overall Customer Relationship Management (CRM) process and tools in Oracle as they pertain to the assigned customers/channel partners
Collect and analyze customer data as required to meet objectives
Support and/or manage the RMA (Return Materials Authorization) Process (customer repair and returns)
Monitor and follow-up on awards to competitors, as necessary
Qualifications & Education Requirements
Minimum of 2-year degree in technical or business field, or equivalent experience required
Five years of inside sales and/or supporting customer account growth experience required, and preferably within manufacturing industry
High degree of written and verbal communication, ability to handle multiple assignments simultaneously
Service minded and proactive day-to-day with the ability to work independently, and support both internal and external customers and teams
Demonstrated growth within assigned customer base
High level of interpersonal skills in a customer service environment
Collaborate with internal departments to facilitate customer need fulfillment
Must be customer focused, pro-active and driven to succeed
Experience using CRM and ERP systems required, SalesForce and Oracle desired
Strong MS Office skills including Word, Excel, and Outlook
Maintain updated knowledge of company products and services
Familiarity with export shipping and letters of credit desired
Excellent technical aptitude, analytical and detail desired
Experience negotiating and interpreting contracts preferred
Knowledge of government, export, and nuclear regulations preferred
Basic understanding of diesel engines preferred
Travel up to 10%, domestic (service centers and customer sites)
This position includes access or potential access to export-controlled data. Therefore, you will need to qualify as a U.S. Person, which is defined as a U.S. Citizen, a U.S. Permanent Resident or a political asylee in compliance with International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). Acceptable proof of this status includes a US Passport, Permanent Resident Card, US birth Certificate or Naturalization Certificate. Maintenance, including renewal, of licensing authorization is a condition of employment. Government authorization may be a suitable alternative after review on a case-by-case basis.
