General Job Spec: To do something worthwhile, see the world and help make a difference. Your prime and over-riding responsibility is to provide and manage operational support services to Hepburn Bio Care Group and Hepburn Bio Yacht Care clients worldwide; to encourage the use of current Hepburn products and further promote the use of additional Hepburn products, to ensure that the client is always well supported, serviced and happy with Hepburn bio care, products & applications. As an Operational support to ensure that all services to customers are running to the highest and most efficient level to provide smooth and efficient service to meet client expectations and needs, this in conjunction with increased turn over and profitability whilst keeping all costs controlled and to the minimum.
Attention to detail is essential in all aspects of the daily execution of your responsibilities. You need to be determined in monitoring the current status of every customer, from surveying vessels, hotels etc., to writing reports, fitting dispensers’ /programming pumps, onboard training, and other services relative to customers’ needs including new client/vessel implementation. This position is crucial to providing excellent support, service and ensuring continued customer satisfaction, extensive travel will be required.
You will be responsible for (in addition to Technical Officer tasks*):
- Ship visits to implement and maintain products – developing and maintaining relationships with Ships’ personnel / Ships Managers and owner/customers. Perform onboard environmental and product use training, inspections, routine servicing of accessories, etc. Travel on board the vessel to ensure correct procedural product use and consumption and annual audit.
- Fully manage client accounts as primary Account Manager for relevant clients, including varied analysis on product use/consumption, product orders/deliveries etc.,
- Liaise with Heads of Department on all environmental and technical Issues (Hotel Managers / Environmental Managers / Staff Captains / Chief Engineers / Executive Housekeepers / Hotel Directors) and Owners / Clients directly.
- Liaison with Logistics to ensure correct supply maintain regular monitoring equipment and products on vessels/hotels/rigs
- Proactively monitor Consumption and implement consumption control for customers and troubleshoot any issues as they arise.
- Compile detailed reports on the current situation following each visit – providing Hepburn Bio Care with a comprehensive, true chronological history of the situation before the use of Hepburn, during set-up and normal use of the products following implementation.
- Manage and ensure Product and Accessory deliveries are completed and carried out in line with requirements
- Technical support visits for existing ship/ferry/yacht customers to include Engine / Deck training & Hotel personnel training as and when required.
- To be in compliance at all times with safety / environmental and maritime guidelines
- Promote and undertake product trials with new/prospective clients, in a timely manner maintaining the highest standard of customer service and support.
- Fully support existing client base through regular phone and face to face meetings with key contacts to discuss ongoing product use and technical/operational matters, identify potential additional development with each client.
- Attend regular conferences and networking events to develop new business opportunities and foster ongoing relationships with clients.
- Develop new business and grow client base of marine and shore-based within the scope and as directed by CEO. Negotiate
- Prepare offers/proposals for new and existing clients, and negotiate contracts/agreements.
- Liaise with Logistics and Planning Depts., providing knowledge about upcoming implementations and/or ship situations, in order to identify any ship visits or sails and stock movements which may be required.
- Whilst carrying out ship visits the Account Manager will act as a Technical Officer.
- Manage/oversee HBC Fort Lauderdale office operations, personnel, recruiting, budgets, etc.
- Maintain awareness of and comply with the Company Quality Policy and applicable Company Procedures.