Service Acquisitions Hunter

Key Responsibilities

Service Acquisition & Business Development

• Proactively contact new and existing customers across South Africa and Africa to identify and develop service opportunities.
• Actively prospect within the installed base to identify instruments not currently covered by preventative maintenance, service agreements or warranty extensions.
• Identify and re-engage dormant or lapsed service customers and develop opportunities to win back service business.
• Promote preventative maintenance, warranty extensions, maintenance visits, service agreements and other applicable service solutions.
• Create new service opportunities through outbound calling, email campaigns, customer follow-ups and targeted account activity.
• Understand customer service requirements and position the appropriate Anton Paar service offering.
• Maintain consistent prospecting activity and follow-up until opportunities are won, lost or formally closed.

Service Revenue Growth & Conversion

• Drive growth in service maintenance revenue in line with agreed targets and KPIs.
• Achieve a high maintenance renewal rate across the existing customer base.
• Drive a high end-of-warranty to paid maintenance or service agreement conversion rate.
• Increase the conversion of uncovered installed-base instruments into active service customers.
• Drive quotation success through proactive follow-up, objection handling and clear communication of service value.
• Identify opportunities to increase customer service spend through appropriate cross-selling of service solutions.
• Take ownership of assigned service acquisition opportunities from identification through to commercial closure.

Installed Base & Opportunity Management

• Use installed-base information, warranty expiry data, service history and CRM records to identify acquisition opportunities.
• Manage Auto-Tasks and other system-generated activities to ensure customers are approached at the appropriate time.
• Prioritize high-potential customers and opportunities based on revenue potential, service history, instrument age and customer need.
• Identify gaps or inaccuracies in installed-base information and coordinate corrections with the relevant teams.
• Maintain visibility of upcoming warranty expiries, maintenance due dates and renewal opportunities.
• Develop structured customer contact plans for assigned accounts, territories or campaigns.

Quotations & Commercial Follow-up

• Create, manage and check service quotations accurately and timeously.
• Ensure quotations reflect the correct service scope, pricing and commercial information.
• Follow up outstanding quotations proactively and within agreed timeframes.
• Engage customers to understand reasons for delayed or unsuccessful quotations and address commercial objections where appropriate.
• Coordinate with Service Administration, Service Management and other stakeholders where technical or operational input is required.
• Maintain accurate quotation status and next actions in CRM.

CRM & Pipeline Management

• Maintain a complete, accurate and current service acquisition pipeline in CRM.
• Record customer interactions, opportunities, quotations, follow-up activities and outcomes consistently.
• Ensure opportunities have clear values, stages, expected close dates and next actions.
• Maintain accurate Customer Relationship Management and installed-base data relevant to service acquisition.
• Use CRM as the primary tool for planning, tracking and reporting acquisition activity.
• Maintain sufficient pipeline coverage to support achievement of service revenue targets.

Customer Relationship Management

• Build professional, trusted relationships with customers and act as a commercial point of contact for service offerings.
• Communicate the value of planned maintenance and proactive instrument care in a customer-focused manner.
• Understand customer budget cycles, operational requirements and service expectations to improve conversion opportunities.
• Provide responsive and professional communication throughout the quotation and acquisition process.
• Escalate technical service questions to the appropriate Service Engineer or technical specialist rather than providing technical diagnosis.
• Capture customer feedback, concerns and lost-business reasons and communicate relevant insights internally.

Reporting & Forecasting

• Monitor and forecast service maintenance revenue monthly, quarterly and annually as required.
• Report on acquisition activity, pipeline value, quotation conversion, renewals, warranty conversion and revenue performance.
• Monitor progress against agreed KPIs and take corrective action where performance is below target.
• Provide visibility of risks, delayed opportunities and expected revenue to Service Management.
• Analyze customer and opportunity trends to identify areas for further service growth.

Service Marketing & Campaign Support

• Support service marketing activities promoting preventative maintenance, warranty extensions and service solutions.
• Work with Marketing and Service Management to develop targeted campaigns based on installed base and customer data.
• Follow up leads generated through service campaigns and convert qualified interest into opportunities.
• Provide customer and market feedback to improve service campaigns, messaging and commercial offerings.

Cross-functional Collaboration

Work closely with:

• Service Manager
• Service Team Leaders
• Service Engineers
• Customer Support Administration
• Sales Representatives
• Business Unit Managers and Product Managers
• Marketing
• Finance and Materials Management, where required
• To ensure service opportunities are progressed efficiently, customers receive appropriate support, and commercial commitments can be delivered.

• Relevant Diploma or Degree in Business, Sales, Marketing, Customer Relationship Management, Administration or a related field is preferred.
• Equivalent relevant commercial experience may be considered.

Experience

• Minimum three years’ relevant experience in customer-facing sales, business development, service sales, tele sales, account development or a comparable commercial role.
• Demonstrated experience in proactive customer acquisition, lead generation and quotation follow-up.
• Experience working to revenue, conversion, activity or pipeline KPIs.
• Experience using ERP and CRM systems.
• Experience within scientific instrumentation, laboratory equipment, technical services or B2B industrial environments is advantageous.

Competencies

• Hunter mentality and strong drive to create opportunities.
• Commercial awareness and results orientation.
• Initiative, persistence and resilience.
• Confident verbal and written communication.
• Strong customer focus and relationship-building ability.
• Persuasion and influencing skills.
• Planning, prioritisation and time management.
• Attention to detail and disciplined follow-through.
• Analytical thinking and ability to use customer and pipeline data.
• Self-management and accountability.
• Adaptability and teamwork.
• Professionalism and integrity.