Product Support Rep

Rudd Equipment Company•Cincinnati, OH

7d•Onsite

About The Position

The Product Support Representative (PSR) promotes parts and service sales within an assigned territory and serves as a liaison between customers and the Parts Manager and/or Service Manager, communicating customer problems, complaints, and long-term requirements. The PSR is a professional salesperson expected to have an intimate working knowledge of the company and the products and services it markets. The role involves selling parts and services, providing customers with product and technical information, following up after repairs, helping resolve customer concerns, and maintaining customer and equipment records. The representative plans and reports on sales calls, keeps in contact with the branch office, and travels within the territory and to training sessions and meetings. This is a full-time, exempt position with normal hours Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional travel may be required.

Requirements

High school diploma or equivalent.
Excellent written and verbal communication skills and strong interpersonal skills.
Ability to work with diverse personalities in a tactful, mature, and flexible manner and remain calm under pressure.
Ability to communicate effectively in writing and verbally with the department and customers.
Computer and data-entry skills.
Experience with Microsoft Windows, Word, Excel, and PowerPoint.
Ability to use a computer screen and keyboard, telephone, and bend and reach to file.
Ability to travel as required.

Nice To Haves

Associate degree or some college.
Previous sales experience.

Responsibilities

Promote and sell designated items to customers.
Increase parts and service sales to all customers, with particular attention to accounts lacking a strong or recent sales history with the company.
Contact customers when they purchase or rent new or used equipment and provide needed information.
Discuss parts and service concerns or complaints with customers and work with the Parts/Service Manager to resolve problems while maintaining company policies and positions.
Review manufacturer service bulletins and product improvements and discuss them with managers.
With manager guidance, provide customers with technical, pricing, and availability information related to improvements.
Follow up with customers after service department repairs to ensure satisfaction.
Participate as requested in customer outings, association gatherings, exhibits, and demonstrations.
Provide superior customer service and promote a positive professional image.
Train customers in the proper use of parts manuals, microfiche, and related resources.
Plan a daily itinerary and prepare for sales calls by reviewing topics to discuss and promote.
Complete sales call reports daily and submit them weekly.
Contact the branch office three times each day to maintain communication.
Maintain current customer files with information requested by management and provide updated information.
Update the company equipment population list based on discussions with customers about equipment sold, scrapped, or purchased from other sources.
Submit viable leads to the Equipment Department.
Travel within the territory and attend training and meetings.