Customer Support Manager Aggregate Quarry

BRAMCO GROUP•Knoxville, TN

9d•Onsite

About The Position

The objective of this Customer Support Manager (CSM) position is to deepen the enterprise relationship with identified target Aggregate and Quarry industry accounts in East TN. This role will provide an additional level of “hands on” customer support to minimize downtime and operating costs for machines sold by Power Equipment Company (PECO) which are operated by these customers. The ultimate goal is to grow product support revenues generated from these target accounts for PECO. The focus of this position shall be on these target companies and developing a thorough understanding of their applications and how the products supplied by our vendors for these applications can be best utilized. The CSM will be expected to achieve a level of expertise enabling him to perform startup, demonstration, and diagnose operational application issues. The CSM is expected to become a liaison with the customer and PECO personnel to be proactive in expediting solutions to issues and support customer planning. The focus of the CSM will be to build relationships with job foremen, crew superintendents, and other customer operations personnel of the targeted accounts to be a resource for these individuals and provide assistance needed to help them minimize downtime and operating costs associated with machines sold to these accounts by PECO. The CSM functions are in addition to, not in lieu of, normal customer contact and functions performed by existing CSR personnel of PECO. The CSM will also occasionally work with our manufacturers we represent to obtain relevant information to facilitate necessary product support. He should be perceived by these suppliers to be our “subject matter expert” on all issues related to the Aggregate and Quarry Industry and associated equipment.

Requirements

Relative 2 yr. College Degree or Technical/Diesel College Graduate or relative Military Training Program minimum.
Mid- Level Computer experience (MS Office, Outlook, CRMseries, etc.)
2+ Yrs. College & 5+ yrs. utility/construction/mining, Aggregate and Quarry industry experience or 10+ yrs. utility/construction/mining, Aggregate & Quarry industry experience.
Positive personality, team player, problem solver, self-starter, outstanding integrity, superior communicator.
Able to travel overnight on a regular basis for product training, or company related business.
Able to be contacted after hours to provide information or support during emergency machine down situations.
Must pass background check, employment physical and drug screen.

Nice To Haves

4 yr. College Degree preferred.
Prior industry repair/maintenance shop management experience preferred.

Responsibilities

Develop & Maintain excellent customer relationships, i.e.: External, Internal.
Develop and maintain relationships with the appropriate customer personnel.
Coordinate communications between PECO, Customer Technicians, Superintendents and Manufacturers on potential problems or issues, and provide guidance on and, if applicable, estimates/quotes for appropriate corrective measures.
Take ownership of targeted Aggregate and Quarry industry Customer issues and follow-up through closure of issues.
Ensure that targeted Aggregate and Quarry industry Customers within PECO territories are familiar with available PECO product and service offerings.
Perform Machine / Component inspections at regular intervals.
Visit Aggregate and Quarry industry Customer jobsites to observe, inspect machines and record information into computer database.
Be familiar with Customer machines & applications.
Keep customers advised of their machine’s condition or future component replacements by utilizing available computer based tools such as mykomatsu.
Create / maintain CRMseries related to assigned customers to reflect accurate and current machine information Machine files are to reflect make, model, serial number, service meter reading, etc. Customer files are to reflect address, contact names, phones, etc.
Input daily calls to document salient interaction with customers. To include date, contact name, subject / machine discussed, opportunities, etc.
Market PECO Product Support Programs (PSP’s), Sales, Service & Parts.
Present & promote PSPs endorsed by PECO which are conducive to enhancing its core products satisfaction and confidence.
The CSM will be a resource to the sales functions for the Aggregate and Quarry industry products to assist PECO’s Sales Departments by making recommendations as to the products and specifications that would best fit the customer’s work environment, personnel, and applications.
Work in conjunction with machine sales to offer PSPs at point of sale.
Develop / Attend / participate in PSP events and promotions.
Perform Machine Deliveries/ Walk-arounds and Operator Training.
Perform new machine deliveries.
Perform machine walk-around and familiarization with owner / operator.
Perform warranty due diligence, explanation and documentation.
Perform manufacture post-delivery machine inspections.