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he can train you and explain the technical data about your product and he will advise you which way easy to use or how does it work and how you can get the best quality
Dear bader mustafa ,Yes the maintance and installalation engineer is helpful for the sales engineer if the sales engineer is engauged to sell the electronic and machenical items,These types of services is called after sales servics for the entire customers satisfaction specailly when you are going to introduce a new products in the market. .
Apart from sharing knowledge, they have a very important role to play towards customer satisfaction which leads to future repeat sales / business. They can provide good referals of happy customers for new sales / business.
It is a team effort and TOGETHER WE CAN WIN !
There is a direct connection between what a maintenance/installation engineer does and the sales Engineer is able to sell. It is only when the two Engineers pool their talents and a synergized effort is made, they are able to create happy customers for their company. One fails without the other. They must leverage their synergy to serve their customers.
Everyone in an organisation has a customer- internal and/or external. External customers are the traditional customers outside your organization who pay for your goods and services. Internal customers are the other employees in your company whom you serve. It is important to note that you can serve your external customers only to the degree to which you serve your internal customers. Second important fact to understand is that, everything you do to serve internal customers has an outward , rippling effect on your external customers . A maintenance/installation engineer and a sales engineer are internal customers to each other. Together they serve the external customer. Customer satisfaction mirrors employee satisfaction. Satisfied workers create satisfied customers. Satisfied loyal customers return and bring their friends too.
Organisational excellence is the natural outcome of individual and team excellence. How employees approach their careers, how they interact with their peers, and how they engage their customers affect the bottom line. According to Tom Reilly the sales guru, becoming a value added organisation is a top down, bottom up and inside out process. Everyone in a given organisation must buy into this philosophy. Whether you are the CEO, the sales engineer, or the maintenance/installation engineer, a customer service rep, or a factory worker, your performance affects your organisation's performance. The question everyone in the organisation must ask of themselves is what are they doing to add value to their organisational effort?
When the maintenance engineer volunteers to say “On every piece of equipment that I service or install, I perform a five point safety check just to be sure that everything leaving my service bay is safe for our customers to operate,” the sales engineer is able to proudly respond to say that “I can sell that value added this afternoon.”
Other employees in such an organisation could also find ways to add value. A manager could add value by the amount of face time he spends with customers. Similarly, an accountant could look for ways to help customers qualify - not disqualify -for credit
Together they can add value to each other’s effort and thus attain customer satisfaction and even customer delight. When employees like maintenance/installation engineer and sales engineer treat each other with the same respect they desire for their best customers, they are actually building each other up and not breaking each other down. With all the competition you have on the streets , do you really need internal competition? Of course not! How you support fellow team members and serve your internal customers affects your organisation's performance
What I am doing today to add value to my organisation's efforts? If everyone in the organisation asked and answered this question, I believe it could lift the organisation to the next level.
if the maintenance engineer do his job in a good shape the sales engineer will find the customer satisfaction
I think it's maintenance engineer known deficiencies and defects in products and customer requests from the development of the service and as well known as the most important problems and the most prominent possibilities admire., And in that great benefit to be transferred to sales engineer to work on these strings and works to deliver new ideas in marketing plan
a back team of expert engineers is essential for a sucessful sales .they will support team for pre-sales (to know the exect requirments and to suggest him the right solution) and post sales (will supprot for installtion ,training and after sale services )
also the support of installtion/service engineer will enable will be the cause of sales increase by suggesting the tools to obtain the full efficiency of the sold machine/equipment/solution .
Dear Mr. Bader,
My personal view best sales engineer is originally Maintenance engineer but talented one, who can communicate with others perfectly,
Maintenance engineer knows best about machines, product and quality so of course the good relation between both of them can bring excellent customers’ satisfaction.
Sales Engineers knows very well about product benefits and it’s competitively in market but sometimes misses the real manufacturing process and may put some unrealistic proposals according to his imagination away from real life so good communication will eliminate this point.
On other hand customer satisfaction at complain stage need strong technicality to reply about the main reason of the complaint either manufacturing process or poor packaging process or any other reason.
At the End, Technical sales engineer who has strong technical background on same field of the business plus his ability as sales person would be the best solution for an organization.
Mina
As Sales people not neccessary has all technical knowledge which is needed on site which is gap which a installation engineer or support engineer will fullfill which gives an advantage to sales person as he /she will good at their skills and technical and maintainence knowledge will be with someone who has handson experience it. so they both can compliment each other on it.
