Technical Sales Support Representative

About ITT:

At ITT, we have a clear purpose as an organization – to provide our customers with cutting-edge solutions to help solve their most critical needs across key global end markets. Our continuous improvement mindset drives our commitment to evolving our capabilities as a multi-industrial technology, manufacturing and engineering leader. With a strong global footprint of more than 100 facilities, we are well positioned to solve critical challenges for our customers around the world. Our locations include manufacturing facilities and global service capabilities in 35 countries. Through these worldwide operations and building on our heritage of innovation, our approximately ~11,000 team members partner with our customers to deliver enduring solutions that make a lasting difference and help the world move forward. ITT is headquartered in Stamford, CT, with sales in approximately 125 countries. The company generated 2024 revenues of $3.6 billion. 

• Motion Technologies: (Revenue of $1.4B; headcount of ~ 4,000; operates in 13 countries) manufactures brake components and specialized sealing solutions, shock absorbers and damping technologies primarily for the global automotive, truck and trailer, public bus and rail transportation markets. 
• Industrial Process: (Revenue of $1.4B; headcount of ~3,400; operates in 30 countries) manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical, energy, mining, and other industrial process markets and is a provider of plant optimization and efficiency solutions and aftermarket services and parts. 
• Connect and Control Technologies: (Revenue of $0.8B; headcount of ~ 3,800; operates in 10 countries) manufactures harsh-environment connector solutions, critical energy absorption, flow control components, and composite materials for the aerospace and defense, general industrial, medical, and energy markets.

 

Position Summary

Overview:

"Add Value" to our product through world class customer service and trade compliance throughout the quotation and order cycle with proper follow-up, expediting and coordinating of such parts business. Act as the single point of contact for customers and sales for the IP Repair Parts business. To support the repair parts selling initiatives of the field sales team while developing a close supportive relationship internally with fellow CSRs, with our Sales engineers in the region and customers. The CSR is a link in understanding and translating to our business system the technical and commercial repair parts requirements. The CSR is responsible for customer satisfaction regarding quotes, orders, delivery performance, and follow up quality of Quotations. Understand & assist as needed with Order Entry, and communicate the various contacts/functions in the IP Supply Chain as well as executing to processes (ship direct, Qwik Response, special commitments, etc.) in support of meeting customer requirements.

Essential Responsibilities

• Work to create a strong, reliable, personal business contact with direct and indirect customers to insure the CSC has s strong network with external customer contacts, building positive relationships and doing what it takes to meet and exceed customer expectations. Know your customers, understand needs vs. wants.
• Generate professionally formatted quotations/communications to our customer and distributor base.  Proactively work with customers & our sales channels to grow IP parts order volume.
• Work closely with sales contacts and customers to understand the influence of competition in regions.  Advise sales and CS management of any critical information that would impact customers buying habits.
• Coordinate all requests by customers with all IP facilities.  Due to multiple operations of IP manufacturing locations, the CSR must have product & Global supply chain knowledge.  (SFO, VPO, CDC, Pro Shops, AC Pump, ProCast).
• Must have good knowledge of IP product and be capable of answering a varying degree of technical questions.  Should be familiar with pump conversion and material of construction and potential substitutions using the retention files and reference materials in the CS Library.
• Create and utilize productive follow-up process for open quotations. Must be capable of closing the sale.
• Be responsible for solving customer disputes as it relates to errors in shipment, prices and related issues that result in non-payment or a requirement to return parts.  Be knowledgeable in the GetPaid system and interact with Sales, customers, the FRC and operations to successfully resolve disputes.
• Be a member of the after-hours team.  Each CSR carries a cell phone, beeper, and laptop for handling after-hours customer emergencies.  (Approx. 3-4 time