Guest Support Representative

Job Title: Guest Support Representative
Contract Type: Full Time
Location: Saudi Arabia
Salary: Negotiable
Contact Name: Prashant Pandey
Contact Email:
Job Published: May 30, 2017 10:51

Job Description

Job Purpose

This position assumes direct sales responsibility for parts and service in the assigned territory


Principal Accountabilities

  • Direct sales of Aftersales products (parts, service, lubricants, service agreements etc.) in the assigned territory and ensuring adequate market coverage.
  • Prepares daily visit plan (requires liaison with parts counter) and ensures that visits are made in a planned manner. Escalates any issues resulting from the visits.
  • To pro-actively generate business opportunities, conducts technical inspections and presents findings to guests.
  • Ensures repair and parts quotations are sent timely and followed up. This requires close interaction with workshop and parts counter. Explains ALJ Machinery’s terms clearly.
  • Updates the population of franchisee equipment as soon as information is available and provides forecasts (based on active population) to his supervisor.
  • Regularly interacts with guests to inquire about product performance and offers assistance in resolution of all queries.
  • Reports on lost business and provides competitor information.
  • Provides forecasts to the Regional Aftersales Manager.
  • Purchases tender documents and liaisons with his supervisor for their timely completion and submission.
  • Promotes secured payment terms and ensures timely collection of receivables.


Qualification / Experience / Specific Skills / Behavioral Competencies

  • A degree or diploma in Engineering (Mechatronics, Mechanical, Automotive) preferably with additional commercial qualification (B.B.A, Economics or Commerce); for non-technical executives, qualification is flexible as long as relevant industry experience is substantiated.
  • At least 2 years of experience in sales of parts and service products in a related industry. Senior Guest Support Executives should possess at least 4 years of experience in equipment industry, of which the most recent two years should have been with a leading distributor of heavy machinery.
  • Fluency in English is necessary; ability to communicate in Arabic is preferred


Job Specific Skills

  • Technical acumen
  • Awareness of comparison methods in parts
  • Awareness of parts & service forecasting techniques
  • Expert in MS office
  • Presentation skills, self-confidence and understanding of value- based selling


Behavioural Competencies

Extrovert, Inquisitive, Interpersonal skills, Communication skills and guest centricity.


Job Competencies

  • Teamwork
  • Concern for order, Quality &
  • Assurance
  • Technical Expertise Motivation