Job Description

Technology Services Consultant

Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team

Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Job Purposes

• As a Technology Services Consultant in the Technology business your main focus will be client value delivery in the form of Projects, Customer Support on technology related queries, and Technology Training.
• Receive and process customer inquiries of process simulation technology solutions, and support customers through specialized technical or scientific applications, keeping in line with our quality KPIs..
• Will work within a community of engineers mentoring junior staff and working alongside SME in technology and consulting to develop expertise.
• Serve as bridge between sales, R&D, and customers, to maintain and strengthen the KBC / partnership relationships.

Project Related:

• Execute technology projects from start to finish, including tasks like:
• Gather and analyze data.
• Depending on application, relevant crude assay characterization or fluid characterization and integration into the model
• Build and/or calibration of complex models
• Configure and implement process or energy simulation solutions at client sites or remotely, such as monitoring systems or cloud-based solutions.
• Integration of models and solutions
• Assist with project documentation creation as needed
• Management of small projects.

Solution Development:

• Contribute to R&D tasks when needed (provide expert feedback, testing, among others)
• Assist with documentation and demo case development.
• Identify areas needing improvement, develop potential solutions.

Sales and Marketing Support:

• Collaborate with Sales, team leader, and Commercial Services groups in proposal writing and project hrs. estimates.
• Provide support to KBC marketing events; represent Company at industry conferences, present papers
• Communicate with Sales of new opportunities discovered during interactions with customers.

Responsibilities

• Technical Support Provide software support for internal and external customers via email, phone and in person. Monitor customer tickets, identifying and resolving standard issues and escalating these to manager as appropriate. Assist with client sales visits to demonstrate technology features. Ensure customer needs and expectations are met with respect to KBC software and referring issues where necessary to appropriate specialist, or sales. Respond to customer escalations promptly and appropriately; requesting managerial approvals as needed.
• Product Information - Provide advanced product information and respond to complex customer questions about our portfolio of products.
• Facilitate Meetings with Customers Set clear objectives for each customer meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Customer Relationship Management - Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the Technology Solution. Identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
• Key Account Management - Client advocate for medium/large accounts includes but not limited to proactive contact with customers, administrative tasks, etc. Work within established systems to develop solutions, generate new opportunities, and ensure all customer demands are met. Acts as client liaison and advises on technical aspects of work.
• Service-related Upselling - During service interactions, Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and communicate with Sales team.
• Technology Training - Deliver advanced technology training courses, as requested by customer, or as part of a project, based on level of expertise on particular technology. Will also be expected to create material as needed.
• Personal Capability Building - Build / maintain awareness of KBC's product lines. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• KBC Company Business - Actively support company Knowledge Management. Actively support company work process implementation and improvement.

Position Requirements

To include Skills, education & experience

Behavioral Competencies:

• Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
• Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
• Business Insight - Applies knowledge of business and the marketplace to advance the organization's goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.

Skills:

• Customer-Focused Approach - Works without supervision and provides technical guidance when required to orient the seller's organization around delivering to the key needs of their customers. Keeps customer at center of sale, Collaborates with customers, Elevates partner insights, Uses common terminology
• Initiates Compelling Sales Conversations - Works without supervision and provides technical guidance when required to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client. Provides context for conversations, Proposes mutually valuable agenda, Leverages pre-call prep for partnerships, Confirms client understanding, Leverages pre-call prep, Adds value through perspective
• Knows the Buying Influences - Works without supervision and provides technical guidance when required to accurately identify and understand the key buying influences pertaining to an opportunity. Identifies all buyers and their level of influence, Assesses each buyer's sense of urgency and readiness, Seeks to understand each buyer's desired business results and concerns, Assesses buyer feelings about the proposed solution, Secures a coach within the buyer organization to facilitate introductions and access, Leverages a strategic coach to support the partner relationship
• Manages Buyer Indifference - Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference. Acknowledges indifference, Probes for relevance to proceed, Probes to understand indifference, Identifies new needs or opportunities
• Manages Resistance - Works without supervision and provides technical guidance when required to acknowledge a client's indifference and gain agreement from the client to discover the root causes of resistance. Responds to client concerns, Seeks understanding before responding, Addresses objections, Follows up after resolution
• Understands Buying Influencer Needs - Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers. Seeks to understand buyer needs, Determines the root of buyer needs, Uncovers buyer's goals, Seeks buyer need priorities, Assesses channel relationship needs and expectations
• Understands Customer Needs - Works without supervision and provides technical guidance when required to articulate the customer needs in the customer's business language and business context. Understands customer context, Uncovers customer Key Performance Indicators, Articulates customer objectives, Adds value to partnerships
• Understands Issues/Motivations - Works without supervision and provides technical guidance when required to quickly identify and accurately articulate why a client does or does not want a change based on their business objectives and

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