Head of Technical Support

Head of Technical Support

Pumps-Cyclones-Valves

Australia-Asia based

Full time

Are You experienced in mineral processing with a successful history of technical customer solutions, business development & sales..

Join a team of over 8,000 people working across more than 60 countries, you will be part of an agile network of talented and ambitious people. In fact, we count on you to engage, connect and collaborate with colleagues all over the world. Seize the opportunity to learn, create and develop your potential with us.

Purpose of the role:
To provide our customers with technical site based solutions and service offerings to ensure FLSmidth continues to be a reliable partner of choice.

Develop the regional markets and establish new install bases, aftermarket & service strategies for FLSmidth products, specifically Pumps, Cyclones, Valves. Support our customers to continuously improve operational efficiency and the technical expertise of the local team. You are expected to contribute strongly to the overall company results & culture, whilst working collaboratively within FLSmidth.

Job Scope:

- Lead the technical support process for FLSmidth Products, Pumps, Cyclone, Valves, products. Establish & maintain key customer relationships, primary selections, technical sales, establish pricing strategies, negotiate proposals and secure orders for FLSmidth.
- Lead the site conversions for FLSmidth products on competitor install base, propose technical solutions to improve cyclone performance and reduce total cost of ownership for customers.
- Establish strategies to protect the installed base of FLSmidth and ensure the customers are supported technically and operationally within the broader FLSmidth product sales & site service support networks.
- Manage multiple conflicting engagements & drive outcomes of cross-regional teams to deliver on customer committed deliverables.
- Be responsible for new business development by prospecting for potential new clients and successfully convert them to sales.
- Accountability for the FLSmidth products & service budgets & forecasts, with other ad hoc reporting as required to support the team to achieve results.
- Grow, engage and motivate a large and diverse team (sales, service and product support teams) to continually exceed customer expectations.
- Ensure we maintain a clear focus on ‘Safety First’ and Quality at all times.
- Be responsible for business development planning and provide feedback on market and competition.

What you bring:

- Bachelor’s degree in relevant discipline (Engineering or Metallurgy etc) or significant field service technical solutions selling with business development experience is preferred.
- At least 10 years specific FLSmidth or competitor products experience (Pumps, Cyclones, Valves) covering technical solutions sales, site service offerings, capital proposals & field troubleshooting experience within the mineral processing industry either in Australia or overseas will be highly regarded.
- Proven ability to build high performance sales & service teams.
- Existing strong network or the proven ability to build a strong network of key stakeholders within the mineral processing industry.
- Demonstrated ability to develop close relationships and credibility both internally and with external clients using strong customer service skills.
- Demonstrated business acumen to develop realistic business plans with a clear strategy to reach those targets.
- Prior experience in establishing value-based service offerings to customers.
- Highly developed negotiation skills and sales skills with the ability to close deals.
- Ability to work in a team or individually on multiple concurrent projects.
- Computer experience using standard MS Office suite, and pump selection software is required.
- Demonstrated ability to deliver in a fast-paced, changing environment whilst maintaining a high level of attention to detail.
- Flexibility and willingness to travel as the job/customer requires.

Behaviours:

- Delivers on set strategic priorities of FLSmidth and inspires a shared vision for its future direction & success.
- Reliable, honest, professional and a strong customer service attitude.
- Communicates effectively and professionally with a variety of stakeholders including external partners, teams, colleagues and contacts.
- Considers and respects the ideas, circumstances and feelings of others.
- Treats everyone with fairness and respect, adhering to the principles of diversity and inclusion.
- Identifies and champions new approaches for improving organizational results and achievement.
- Supports, promotes and implements change, encouraging the adoption of new methods and overcomes barriers to acceptance.
- Provides direction on how to manage conflicting priorities and tensions.
- Buys in to and makes recommendation for continual improvement within their area of responsibility.
- Takes accountability for level of performance and success.

What we offer: