Product Support Rep I

Product Support Sales Representative (industrial parts and service)

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 p...