Product Support Rep I

Gregory Poole•Richmond, VA

22h•Onsite

About The Position

This role is for a Product Support Sales Representative specializing in industrial parts and service. The primary function is to promote and profitably sell after-market services, including parts, repair services, planned maintenance, total maintenance and repair, and on-site maintenance, to users of Lift Systems Division products within an assigned territory. The representative will achieve this through planned customer contact and by increasing dealer parts and service sales volume.

Requirements

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

Responsibilities

Increase dealer parts and service sales volume by aggressively soliciting orders from customers and prospective customers, aiming for an annual increase in total parts and service sales for the respective territory.
Maintain adequate contact with existing customers while aggressively seeking new customers, with a minimum average of 10 customer calls per day and 6 prospective cold calls per week.
Establish a call par for top customers using specific criteria and report # GCPS0181.
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, with support from various personnel.
Review completed PM forms with PSSR follow-up indications for potential quoting opportunities.
Close a minimum of 25% of the total volume of outgoing written quotes.
Follow up with a phone call to the customer for every quote completed above $2500 to confirm customer satisfaction.
Keep management informed of all product support activities occurring within assigned territories through call reports.
Maintain the CRM - Business Contact Management System in accordance with Company Policy, including call reporting, calendar of appointments, and daily synchronization.
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 available functions.
Visit any lift truck customer that purchases or leases a new or used truck within one week of delivery.
Perform special projects to evaluate competitive activity at the request of the Product Support Sales Manager.
Maintain a thorough knowledge of territory truck population, sales history, and competitive activities, utilizing reports like GPCS0491, GCPS0181, GCPS0381, and GCPS0111.
Generate or assist in the sale of new Total Maintenance and Repairs and Planned Maintenance Agreements, with an expectation of obtaining a minimum of 15 new trucks on PM per quarter.
Assist in Application Surveys for all Full Maintenance deals in the respective territory.
Keep customers informed of product support programs offered by the Industrial Division and its vendors.
Be aware of the latest product improvements and update sales kits and reference materials as new data is released.
Effectively utilize all available technical and sales training offered by the Industrial Division and its vendors.
Attend required training and meetings.
Discuss openly with management any training needs felt necessary for development.
Maintain good customer relations, ensuring an ethical and reputable business relationship and a minimum number of customer complaints.
Address customer complaints in accordance with Company Policy and advise management promptly of any situations beyond scope of authority.
Act as the liaison between the customer and the source of the concern, ensuring the discrepancy is properly communicated to the appropriate manager.
Follow up promptly to ensure customer satisfaction was obtained.
Fully utilize all promotional materials and programs to increase sales.
Assist management with determining specific customer needs and putting together a professional arrangement of available materials that match the customer’s needs.
Maintain a professional and proper personal appearance at all times, adhering to company policy utilizing business casual as the standard.
Properly maintain Company property, including the Company provided vehicle in a clean and organized fashion.
Account for and maintain all assigned company property as company policy dictates.
Identify and communicate new and used sales leads to the various Divisions and Departments.
Rent equipment to customers or communicate rental leads to the Sales Department as appropriate.
Regularly and on time submit an accurate record of business expenses for reimbursement, targeted for the 25th of each month.
Assist the Machine Sales Department in the delivery process of new equipment, enrollment of rental equipment into the PM System, and delivery of Hand Pallet Jacks.
Assist 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.
Adequately visit existing PM Customers and house account customer base to satisfy PAR guidelines promoting good customer relations.
Perform quarterly inventories on parts consignments as assigned by territory.
Maintain your assigned commission log with all required data being updated consistently and accurately on a monthly basis.