Product Support Representative I - Inside Sales

Primary Function

The Product Support Representative I – Inside Sales for Electric Power Generation (EPG) supports sales growth by managing assigned customer accounts, preparing quotes and proposals, and coordinating with internal teams to deliver effective parts and service solutions. This role focuses on maintaining customer relationships, identifying opportunities for repairs, rebuilds, and CVAs, and ensuring accurate documentation in company systems to reduce operating costs, improve equipment reliability, drive sales and customer satisfaction. 

Essential Duties
Customer Engagement and Sales Development 

• Respond promptly to inbound inquiries via phone, email, and web to identify customer needs and recommend appropriate repair solutions 
• Qualify and maintain relationships with small to medium-sized customers to drive parts and service sales 
• Build customer relationships through regular phone and email communication to support long-term growth 
• Maintain a defined call cycle with a minimum of forty customer calls per week following initial training 

Proposal and Quoting Management 

• Prepare accurate and detailed proposals and quotes in collaboration with Product Support, Service, and Parts teams 
• Implement rapid quoting processes for emergency repair situations 
• Develop all quoted repairs and CVAs using the GPPS quoting tool and store documentation in designated SharePoint locations 

Account and Territory Management 

• Maintain accurate customer account and equipment data in CRM and N365 systems 
• Manage assigned customer lists and key target accounts using account plans to increase year-over-year sales 
• Utilize direct mail and promotional campaigns with assigned accounts 

Cross-Functional Coordination 

• Coordinate with internal departments, vendors, and key customers to develop accurate estimates 
• Support outside Product Support Representatives on new accounts, CVA opportunities, and repairs exceeding assigned thresholds 

Performance Tracking and Compliance 

• Track and update all sales activities, quotes, and project details in the CRM system 
• Document quoted repairs and CVAs monthly on commission reports and monitor performance metrics 
• Ensure compliance with company policies, credit procedures, and company core values 

Minimum Requirements 

Education 

Bachelor's degree with two years’ experience in technical repair services or parts sales; or high school graduate with five years' experience in related technical repair services or part sales.  

Work Experience 

• 2+ years’ experience in technical repair services or parts sales; or high school graduate with 5+ years' experience in related technical repair services or part sales. 

Physical 

• Must be able to clearly communicate by telephone, email, and in-person with internal and external customers.  
• Must be able to present business information on a one-on-one or group basis in a professional manner.  
• Must have energy and stamina to work extended daily hours, averaging 9-10 hours.  

Other 

• Must have a valid state driving license with an acceptable/safe driving record.  
• Ability to drive to various customer locations or travel with outside Product Support Rep as needed to evaluate jobs for quoting.  
• Must have medium to intermediate skill set for PC navigation and in-depth knowledge of common software applications, file management, and effective use of specialized tools for the position.  
• Proficient in Microsoft Office suite with advanced Excel skills and strong spreadsheet expertise required. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.