Service Expert

1. Customer Relationship Management:
• Serve as the primary liaison between KSB and dedicated customer, ensuring smooth and
effective communication.
• Develop and maintain strong, long-term relationships with key customer stakeholders.
• Regularly meet with customer representatives to review service performance, address
concerns, and identify opportunities for improvement.
• Ensure KSB's services are aligned with 's specific operational requirements and objectives.
2. Service Delivery and Coordination:
• Oversee the execution of maintenance, commissioning, and alignment services for customers,
ensuring all activities meet quality standards and are completed on time.
• Manage the delivery of standardized service packages and track services through predefined
service IDs to ensure efficiency and traceability.
• Collaborate with internal teams, including technical and operational support, to ensure smooth
service delivery and resource coordination.
3. Business Development and Strategy Execution:
• Identify and pursue opportunities to expand KSB’s service and spare parts business with
customer.
• Work closely with the Mining SupremeServ Senior Manager to implement strategies that
enhance service offerings and customer satisfaction.
• Provide insights into ’s future needs and industry trends to drive proactive service development.
4. Technical Expertise and Support:
• Act as a technical specialist, providing guidance on the operation, maintenance, and
troubleshooting of equipment and systems involved in the customer project.
• Offer technical support to the customer team, addressing complex issues and ensuring that
services are aligned with the latest industry standards and 's operational needs.
• Develop and share technical knowledge and best practices to improve service quality and
operational efficiency.
5. Operational Efficiency:
• Ensure streamlined workflows for all service processes, including order processing, invoicing,
and tracking, through centralized data systems.
• Facilitate faster decision-making by leveraging fixed-price service packages and predefined
offerings.
• Drive continuous improvement in service delivery based on performance analysis and customer
feedback.
6. Compliance and Reporting:
• Ensure that all service activities comply with QHSE (Quality, Health, Safety, Environment)
standards.
• Track and report on service delivery metrics, customer satisfaction, and account performance
to the Mining SupremeServ Senior Manager.
• Maintain accurate documentation of all interactions, agreements, and service records with
customers.
7. Team Collaboration:
• Collaborate with internal departments, including the Mining Service Manager, SupremeServ
Planner, and Workshop teams, to meet ’s service requirements.
• Support the alignment of KSB’s resources and processes with ’s expectations and operational
demands.