Customer Care Manager – Protein (Malaysia)

At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business.

Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation.

Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.

Job Summary

The Customer Care Manager (CCM) is responsible for driving high levels of customer satisfaction and profitable growth of the aftermarket business with existing customers. The role acts as the primary relationship owner and trusted advisor, proactively identifying customer needs and converting these into value‑adding service, contract, spare parts, modification, and upgrade solutions. Through close collaboration with internal stakeholders, the CCM ensures a consistent, high‑quality customer experience across the full customer journey.

Job Responsibilities

• Area of responsibility; Singapore, Malaysia and Indonesia for Customer Care Protein business.
• Serve as the customer advocate and trusted advisor for assigned customers, ensuring long‑term partnership and customer success.
• Build and strengthen customer relationships through frequent engagement, site visits, and structured communication at all relevant customer levels
• Meet agreed revenue and profitability targets through proactive sales of services, service contracts, spare parts, modifications, and upgrades
• Responsible for Pipeline creation, Forecast, Sales Stage Management and Weekly report.
• Analyse customer performance, uptime, reliability, and cost‑of‑ownership metrics to identify improvement opportunities
• Translate customer needs and pain points into tailored, value‑adding solution proposals
• Develop, present, negotiate, and follow through on service and aftermarket solution proposals
• Work closely with Field Service Manager, Customer Support Specialist, Service Area Managers (SAM), Key Account Managers (KAM), and Sales (new equipment) to ensure aligned execution and customer satisfaction
• Proactively collaborate with equipment Sales to identify opportunities to include services, contracts, and spare parts in new equipment sales
• Develop and execute customer account plans in collaboration with the Service Business Manager and relevant stakeholders
• Contribute to regional operational planning and provide input on customer, market, and competitive insights
• Manage and maintain an accurate pipeline of aftermarket opportunities, including status updates and follow‑up activities
• Monitor customer satisfaction levels and execute corrective or improvement actions where needed
• Ensure all customer data and critical information are accurate and up to date in relevant systems
• Manage and support customer escalations in line with defined processes
• Travel frequently within the region and internationally as required
• Perform other duties as assigned to support business needs
• Act as first point of contact for any customer need.

Job Requirements

• Bachelor’s or Master’s degree in Engineering, Business Administration, or a related field preferred
• 3 years of experience in service sales, aftermarket, or capital equipment sales, preferably within an industrial, Primary Processing or food processing environment
• Proven sales and negotiation skills with a customer‑centric, consultative approach
• Strong communication and interpersonal skills, able to work effectively in cross‑functional and multi‑disciplinary teams
• Solid understanding of systematic maintenance principles and value‑based service solutions
• Analytical, organized, and goal‑oriented with the ability to translate customer performance data into actionable solutions
• CRM or Salesforce Management
• Self‑driven and capable of managing time, priorities, and customer relationships effectively
• Fluent in English, both written and verbal
• Comfortable working in multicultural, matrix organizations

Why work at JBT Marel

• We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.
• We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.
• We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!

Commitment To Diversity

Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.

Equal Opportunity Employment JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time.