Product Support Rep I

PRIMARY FUNCTION:

To promote and profitably sell after-market services including, but not limited to parts, repair services, planned maintenance, total maintenance and repair, and on-site maintenance to all Lift Systems Division product users through planned customer contact within an assigned territory.

ESSENTIAL DUTIES:
1. Increase dealer parts and service sales volume by aggressively soliciting orders from customers and prospective customers.

• Expectation is an annual increase of total parts and service sales for respective territory.

2. Maintain adequate contact with existing customers while aggressively seeking new customers.

• Maintain a minimum average of 10 customer calls per day
• Maintain a minimum average of 6 prospective cold calls per week
• Establish a call par for your top 150 customers using Report # GCPS0181 and the following criteria:
  • Top 10 Customers = Minimum of 24 (Excludes customers visited regularly by other Parts Personnel)
  • Top 25 Customers = Minimum of 12 (Excludes customers visited regularly by other Parts Personnel)
  • Top 50 Customers = Minimum of 6 (Excludes customers visited regularly by other Parts Personnel)

3. Secure or submit accurate service repair estimate requests to management for pricing and present all quotes and estimates to customers.

• Prepare and present all required written quotes requested by any customer through the support of various parts, service, and sales personnel.
• All completed PM forms with PSSR follow-up indications are to be reviewed for potential quoting opportunity.
• Expectation of a minimum of 6 written quotes per week.
• All written quotes will be put on an electronic document and saved to the respective customer on the Gold Mine Business Contact Management System.
• Expectation is to close a minimum of 25% of the total volume of outgoing written quotes.
• Expect a follow-up phone call to the customer for every quote completed above $2500 to confirm customer satisfaction.

4. Keep management informed of all product support activities occurring within assigned territories; (e.g., Call Reports).

• Maintain the CRM - Business Contact Management System in accordance with Company Policy
• Complete call reporting, calendar of appointments, and synchronize with the system daily.
• Be prepared for weekly review with management of the following week’s itinerary.
• Complete all additions, deletions and corrections to the customer data base utilizing the functions available.
• Visit any lift truck customer that purchases or leases a new or used truck within one week of delivery per notification by the monthly Sales order and delivery report.
• Perform special projects to evaluate competitive activity at the request of the Product Support Sales Manager.

5. Maintain a thorough knowledge of territory truck population, sales history, and competitive activities.

• GPCS0491 Customer Purchases YTD compared to previous year specific by PSR Territory

• GCPS0181 YTD Parts and Service Purchases by Division and PSR Territory
• GCPS0381 Customer Parts Purchases YTD by specific Source of Supply

• GCPS0111 YTD Parts and Service Purchases by County

6. Generate or assist in the sale of new Total Maintenance and Repairs and Planned Maintenance Agreements.

• Expectation of obtaining a minimum of 15 new trucks on pm per quarter.
• Assist in Application Surveys for all Full Maintenance deals in respective territory.

7. Keep customers informed of product support programs offered by the Industrial Division and its venders.

• Be aware of the latest product improvements and update sales kits and reference materials as new data is released.

8. Effectively utilize all available technical and sales training offered by the Industrial Division and its venders

• Attend required training and meetings.
• The representative should discuss openly with management any training needs they feel necessary for development.

9. Maintain good customer relations.

• An ethical and reputable business relationship is maintained with all customers.
• A minimum number of customer complaints resulting from services performed.

10. Address customer complaints in accordance with Company Policy and advise management promptly of any situations beyond your scope of authority.

• Be the liaison between the customer and the source of the concern.
• Insure the discrepancy is properly communicated to the appropriate manager.
• Follow-up promptly to insure customer satisfaction was obtained.

11. Fully utilize all promotional materials and programs to increase sales.

• Assist management with determining specific customer needs.
• Put together a professional arrangement of available materials that match the customer’s needs.

12. Maintain a professional and proper personal appearance at all times.

• Adhere to company policy utilizing business casual as the standard governed by the type of activity to be performed.

13. Properly maintain Company property.

• Maintain the Company provided vehicle in a clean and organized fashion at all times.
• All assigned company property is accounted for and maintained as company policy dictates.

14. Identify and communicate new and used sales leads to the various Divisions and Departments. Rent equipment to customers or communicate rental leads to Sales Department as appropriate.

15. Regularly and on time submit an accurate record of business expenses for reimbursement. Targeted for the 25th of each month. Will not be accepted if turned in later than eight days beyond the monthly target date.

16. Assist the Machine Sales Department in the following:

• Delivery process of new equipment
• Enrollment of rental equipment into the PM System by procuring necessary data
• Delivery of Hand Pallet Jacks

17. Assisting in the delivery and presentation of quotes prepared by the Parts and Service Operations Departments to existing customers with PM agreements and/or house accounts.

18. Adequate visitation of existing PM Customers and house account customer base to satisfy PAR guidelines promoting good customer relations.

19. Perform quarterly inventories on parts consignments as assigned by territory.

20. Maintain your assigned commission log with all required data being updated consistently and accurately on a monthly basis.

MINIMUM REQUIREMENTS:

Education:

High school graduate with a minimum of 5 years technical or sales related background; or college graduate with business or marketing degree.

Work Experience:

(See above)

Physical:

Must be able to clearly communicate by telephone and in-person with customers.

Must be able to present business information on a one-on-one or group basis.

Must have energy and stamina to work extended daily hours, usually averaging 9 -10.

Other:

Valid state driving license with an acceptable/good driving record.

Ability to drive daily to various customer locations.

Must have PC exposure skills preferably with MS Outlook and Office products.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.