Maintains direct contact with customers before and/or after the sale. Supports sales team by developing and maintaining positive customer relations (CRM) with internal and external customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. Focus of work may be in pre-sale or post-sales or both.

Receives customer requests and prepares documents/CQA's, SRs and RMA's related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

Pre-sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recognizes new business opportunities.

Post-sale: Responds to customer inquiries (RMA, status, delivery, etc.). Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities.