Location:
Kilkenny, Ireland (Full-Time, Permanent)
The
German-Irish Chamber of Industry and Commerce (AHK Ireland
) is supporting one of its clients in the recruitment of this position.
Our client is an internationally active company in the pharmaceutical engineering sector, known for high-quality solutions, long-term customer partnerships, and a strong international footprint.
This role offers the opportunity to take real ownership, work closely with customers and international teams, and make a visible impact within a growing organisation.
Responsibilities
Act as the first point of contact for all customer inquiries post a successful SAT (Site Acceptance Test), involving relevant departments at the site and head office.
Translate and structure customer inquiries for the technical expert teams at Headquarters, ensuring accurate issue capture, case creation and follow-up.
Assume responsibility for customer satisfaction, support, and development.
Engage in active service sales and lifecycle consultancy, including follow-up on quotations.
Negotiate and finalize contracts (e.g., SLA).
Serve as an external escalation point for all customer concerns, initiating internal actions and escalations as necessary.
Capture and communicate customer and market requirements to Service Product Management.
Support sales in general service-specific issues, such as URS handling, contract management for new machine projects, and presenting the service product portfolio.
Conduct regular customer visits.
Participate in trade fairs, encompassing preparation, active participation, and follow-up.
Ensure the achievement of annual target order intake and planned revenue increases.
Act as an extended project team member for new machine projects, particularly during the installation phase.
Collaborate closely with customer service staff at the head office.
Provide coaching and technical support to local colleagues (e.g., Customer Service Coordinator).
Qualifications
Completed technical studies or equivalent knowledge (e.g., technical business economist).
Previous experience in customer service within (specialised) mechanical engineering is advantageous.
Strong customer focus with an affinity for customer service.
Excellent communication and negotiation skills.
Confidence in customer interactions.
Organisational skills and the ability to efficiently coordinate all customer concerns.
Willingness to travel for business.
Team player with the ability to work in an international environment.
Business fluency in English (German language skills are an advantage).
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