Area Service Sales Manager

Position Summary

1. Meeting assigned sales targets for:
o Repairs
o Retrofits
o Hoists
o Light lifting equipment (e.g., monorails, jib cranes, air balancers, below-the-hook devices)
o Spare parts
o In-house repairs
o General overhauls
o Consultation services
o Modernizations
o Agreement Orders (SAOC, ROC and WOC)

2. Managing sales cases and account actions to support activities generated or identified by inside sales, particularly for priority accounts.

3. Referring opportunities for other products to other sales resources by creating sales cases.

Key Responsibilities/Duties

Managerial/ Supervisory Role

Providing customer experience that drives growth and attaining sales excellence. Guided by the following key
performance areas (KPAs) & key performance indicators (KPIs):
1. Safety
o Safety Observations
o Safety Walks

2. People
o Training days per capita, annualized average

3. Customer
o Agreement retention (annualized), %
o Agreement expansion (annualized), %
o Net promoter score - %
o VOC negative feedback resolution rate, %

o VOC negative feedback resolution time, days
o Customer Portal, customer adoption, %
o Customer Portal, customer user utilization, %

4. Growth
o Agreement Base, Orders, & Sales growth
o Service Orders & Sales growth
o Sales Fundamentals KPIs
o Agreement Bundling KPIs
o Agreement Coverage KPIs
o Agreement Renewal Process KPIs
o Service Review KPIs
o Business Review KPIs

5. Profitability
o EBITA%
o CMII%
o Gross Margin

6. Awareness of ISO 14001 & 45001 Standards

Functional Role
•Provide leadership for all sales resources. Recruit and manage the service sales team.
•Plan for a periodic and organized visits to prospective customers and report on the visits concluded

Primary focus:
- to improve service orders particularly on Retrofits, LLE and Modernization
- to offer new agreement for business expansion and renewal agreement for business retention.
•Research industry, market trends, competitors and potential customers. Regularly monitor performance in CRM to manage sales funnel.
•Regular review and timely update of sales case’s customer decision date and next customer communication date.
•Meet (in person or by TEAMS) at least once each week with your manager for weekly coaching to review your personal sales funnel and dashboard. Together you will follow-up on the previously agreed sales actions, review the outcomes of those actions, and plan for the next week. Reviewing your top opportunities and hot offers is the priority.
•Identify customer problems through active listening and questioning skills and identify the right solutions to meet customer needs.
•Assist the management in cost control of various expenses to be able to achieve the targeted profit margin.
•Any other duties as directed

Authority
▪As authorized in the Konecranes Delegation of Authority (DoA)
▪As delegated by the National Sales Manager from time to time

Dimensions

▪You are accountable for the budgeted orders, gross margin and Service KPI figures in your area:
➢Order Received: Targets discussed during the annual service kick-off meeting
➢Gross Margin: Targets discussed during the annual service kick-off meeting
➢Service KPIs: Targets discussed during the annual service kick-off meeting