About the position
The Customer Care Representative, North America is responsible for building and maintaining strong relationships with our customers throughout North America. This role plays a key part in ensuring customer satisfaction, responsiveness, and aftermarket sales growth by regularly visiting customers, identifying their needs, and providing tailored solutions for parts and service projects. The ideal candidate will be proactive, customer-focused, and highly organized, with strong communication and technical skills.
Responsibilities
• Customer Engagement & Relationship Management Visit all North American customers annually to maintain relationships and strengthen partnerships.
• Serve as a key point of contact for customer inquiries, parts projects, and service needs.
• Works closely with our internal teams to ensure tasks are completed in a timely fashion.
• Act as a voice of the customer, ensuring their feedback is communicated to internal teams.
• Sales & Quoting Support Identify and assess customer needs for aftermarket parts, upgrades, and service opportunities.
• Prepare and present quotes for parts projects in coordination with the internal sales team.
• Work closely with engineering, sales, and service teams to develop tailored customer solutions for R&M Projects.
• Communication & Reporting Document and communicate customer interactions, requests, and follow-ups to internal teams.
• Provide insights from customer visits to help improve customer experience and service offerings.
• Maintain records of visits, issues, and opportunities in company CRM or reporting system.
Requirements
• 3+ years of experience in customer service, sales, or field service support (industrial machinery preferred).
• Strong interpersonal and relationship-building skills with a customer-first mindset.
• Ability to generate quotes and communicate technical information effectively.
• Willingness to travel extensively (50-60%) across North America.
• Proficiency in MS Dynamics CRM systems, Microsoft Office Suite, and basic quoting tools.
• 3+ years of experience in technical sales, field service, aftermarket support, or industrial equipment service roles.
• Strong relationship-building and customer communication skills.
• Ability to evaluate equipment performance and identify service or upgrade opportunities.
• Willingness to travel 50–60% throughout North America.
• Experience with CRM systems (MS Dynamics preferred) and Microsoft Office tools.
• Intuitiveness to be able to identify customers’ needs and offer solutions to support their processes.
Nice-to-haves
• Experience in OEM machinery, food processing, or industrial equipment is a plus.
• Experience working with OEM machinery, industrial equipment, or food processing equipment is strongly preferred.