Customer Application Support Engineer (New role based in KL, Malaysia)

Position Summary:

• Current or previous experiences in oil & gas industries is highly desirable;
• This entry level sales support role is responsible for assisting customers and sales channel personnel. This role supports basic sales activities within the sales organization and serves as a liaison between factory product experts and customers to deliver the Watlow experience.

Key Responsibilities & Deliverables:

• Uses judgment to organize my own work and knowing when to refer issues to others;
• Leverages knowledge of business, tools and recommends/ implements solutions within designated area of responsibility;
• Demonstrates knowledge and expertise in product and applications;
• Uses resources to learn the business;
• Identifies ways to reduce waste and improve business processes;
• Understands how actions impact expenses;
• Transfers knowledge from one situation to the next;
• Demonstrates approachability and openness;
• Establishes credibility;
• Demonstrates excellent interpersonal listening and communication capabilities;
• Conforms to behaviors consistent with organizational culture;
• Uses the Watlow Business System (WBS) to achieve results;

Skills, Abilities and Mastery (Responsibility Matrix):

Services:

• Prepares and presents quotes primarily for standard product and services;
• Responds to customers, distributors, and sales agents on standard product advice and selection, product applications;
• Serves as a post-sale technical resource;
• Builds business relationships both internally and externally with established customers, distributors;
• Supports orders for quotes generated;
• Assists with evaluating and resolving returned material issues and product investigations;
• Trains sales agents and distributors in standard product applications and/or tools;
• Works within assigned rules sets on pricing, line cards, and operating system processes;

Planning:

• Understands Basic Sales Playbook concepts and is assisting in supporting specific sales territories and individual playbooks activities;
• Participates in initial prospecting research activities under sales direction from team leaders, inside sales engineers designed to introduce Watlow products and services;
• Works with internal technical sales support to develop quote / proposal delivery and negotiations;
• Coordinates customer issue resolution with internal resources;

Business Partner:

• Supports business unit sales agents, customers, and distributors;
• Provides input regarding customer feedback, standard product gaps where applicable.

Center of Expertise (COE)

• Standard Product Quote Generation and Pricing Execution;
• Basic Opportunity Management Process understanding;
• Lead Management Process;
• Basic Product and Application Knowledge;
• Elementary Visual Designer & Configurator;
• Watlow Business System (i.e. Customer Segmentation, Watlow Business System (WBS)
• Basic Fundamentals of the Watlow Selling System

Education, Experience and Certification Requirements:

• Bachelor’s degree or two-year degree and related experience, or equivalent experience (5-8 years)

Additional Information Regarding Position:

• This role is newly created and under Sales Department;
• Required to support our product platform (technical sales support – pre and post sales) ;
• Some Sales (direct customer facing) experience and strong technical background is the key factor;
• Controls/Electrical background as a MUST;
• Having knowledge on Electric Heater and its Controls will be preferred;
• Required to work fast-paced environment;
• Good in English is required for this position;
• Excellent in Microsoft programs;
• Ability to multi-task, organize, and prioritize work;
• MUST be willing to base in Kulim High Tech Park, Kedah / Kuala Lumpur Malaysia;
• This role is required to frequent travel locally / within the Asia region to visit customers (if needed).