Machine Emergency Response Representative

Description

Job Summary: First point of contact for CSSR in emergencies, seeking immediate solutions, maintaining internal/external contacts, and supporting sales processes. Key Responsibilities: 1. Emergency management and customer support. 2. Collaboration with various departments to resolve issues. 3. Identification of sales opportunities and customer visits. * Understand environmental aspects and impacts, as well as hazards and risks associated with one’s job and work area, consistently acting safely and promoting personal safety and that of colleagues. * Comply with procedures and standards of the Environmental Management System, and with procedures and standards of the Occupational Health and Safety System. + Complete mandatory training plans (Code of Conduct, ABC, Competition Law); and ensure timely updates as required. . • Serve as the first point of contact for CSSR during equipment emergency situations. * Seek an immediate solution from the first customer contact, in coordination with the logistics team. . • Utilize all internal and external contact networks to resolve equipment emergency situations. * Maintain regional contacts with Parts and Services departments; coordinate with Global Logistics as necessary. * Support the Sales department in emergency order processing. * Analyze and inform customers about the frequency of emergency occurrences related to their equipment. * Work closely with CSSR after emergency activation. * Work closely with PSSR to review equipment maintenance projection analyses. * Interact with the regional Inventory and Import departments. * Identify and follow up on sales opportunities. * Issue high-quality invoices. • Conduct proactive visits to understand conditions across various customers, identifying problems and opportunities. • Ensure customer orders are processed. * Relay critical orders or inquiries and keep customers informed of progress. * Stay updated on BA developments, offers, and updates affecting sales and customers. * Ensure compliance with Sandvik Customer Service guidelines. * Actively participate in company- or customer-initiated EHS, health, and wellness prevention and promotion activities. * Immediately report any incident, accident, unsafe act or condition observed, and collaborate in timely investigation and reporting of the event for dissemination. Experience: More than 5 years of experience in similar roles (Customer Service and After-Sales Service). Intermediate technical knowledge of large-scale tools and machinery. * Basic knowledge of logistics circuits. Advanced proficiency in Word – Excel \- PowerPoint – Email and Internet. \- Desirable: Outlook database and JBA knowledge. \- Intermediate English. A2\. \- Desirable: Knowledge of accounting – sales – administration and customer service.