Associate Compact Equipment Product Support Representative

Riggs Cat•Little Rock, AR

3d•Hybrid

About The Position

The Associate Compact Equipment Product Support Representative is responsible for driving parts and service sales growth for compact equipment within a retail service office environment. This role partners closely with Service, Parts, and Sales teams to deliver excellent customer support, build strong relationships, and maximize product support opportunities. Focused exclusively on compact equipment, the position utilizes structured pricing menus, proactive call plans, and customer insights to support equipment lifecycle needs, increase service absorption, and enhance customer satisfaction. This is a developmental role within the Product Support Sales career path, designed to build foundational knowledge in parts, service operations, customer engagement, and sales processes. Through strong performance and achievement of key objectives, the Associate Compact PSSR has a clear pathway to advance into a Product Support Sales Representative (PSSR) role with expanded territory responsibility and sales ownership.

Requirements

Strong customer service and relationship-building skills
Self-motivated with the ability to prioritize tasks and work with limited supervision
Ability to effectively communicate (verbal and written) with customers and internal teams
Basic mechanical aptitude or understanding of compact equipment and service operations preferred
Ability to analyze customer needs and recommend appropriate solutions
Strong organizational skills with attention to detail in quoting, scheduling, and follow-up
Ability to manage multiple tasks in a fast-paced retail service environment
Problem-solving skills and the ability to handle challenging customer situations professionally
Familiarity with CRM systems and Caterpillar reporting tools preferred
Sales mindset with the ability to identify and close parts and service opportunities
Valid driver’s license and clean driving record

Nice To Haves

Bachelor's degree

Responsibilities

Execute proactive call plans based on marketing data, and customer insights to identify parts and service opportunities
Build and maintain strong relationships with compact equipment customers through phone, email, and in-person interactions
Utilize established service pricing menus to quote standard repairs and maintenance; develop and present quotes for all non-menu work
Promote and sell extended warranties, Customer Value Agreements (CVAs), and maintenance solutions to maximize equipment uptime and lifecycle value
Inspect customer equipment as needed to identify service, repair, and replacement opportunities
Coordinate closely with Service and Parts departments to ensure accurate quoting, parts availability, and efficient job execution
Support service administrative operations, including work order follow-up, documentation, and customer communication
Schedule service work with customers and ensure alignment with shop capacity and field resources
Maintain accurate and up-to-date customer and equipment information within Caterpillar and dealership systems
Generate and manage leads for parts, service, and support opportunities specific to compact equipment
Ensure timely follow-up on all quotes, leads, and customer inquiries to drive conversion and customer satisfaction
Maintain knowledge of compact equipment product lines, service offerings, and current marketing initiatives
Promote Riggs’ parts and service capabilities while ensuring a high level of customer satisfaction and retention