Product Support Representative (PSR)

Cowin Equipment Company, Inc•Lawrenceville, GA

68d•Hybrid

About The Position

The Product Support Representative (PSR) is responsible for all aspects of customer jobsite requirements and the Parts Department at CEC. The ideal candidate is personable, highly motivated, a problem solver, reliable, ethical, and adaptable. Strong selling skills and interpersonal communication are essential. This role requires the ability to operate a computer, drive a vehicle, operate a forklift and overhead crane, and manage all ordering at customer jobsites. The job involves significant physical activity including twisting, climbing, lifting, carrying, pushing, pulling, standing, walking, squatting, crawling, bending, fine manipulation, and simple grasping. Specific physical demands include lifting and carrying parts weighing 5-100 lbs, pushing and pulling these parts over various surfaces, and performing duties at customer jobsites and CEC. This position requires being on call 24 hours a day.

Requirements

Ability to operate a computer.
Ability to drive a vehicle.
Ability to operate a forklift.
Ability to operate an overhead crane.
Strong selling skills.
Strong interpersonal communication skills.
Ability to twist several times per day.
Ability to climb on work platforms and catwalks.
High degree of dexterity required for both hands, ranging from simple grasping to fine manipulation.
Ability to lift and carry parts and components ranging in weight from 5-100 lbs.
Ability to push and pull parts.
Ability to move parts over concrete, asphalt, and dirt surfaces.
Must be on call 24 hours a day.
Must adhere to all Cowin Equipment Company safety and driving rules.
Must be aware of OSHA/MSHA standards relating to the heavy equipment industry and adhere to these while performing job duties.
Must wear personal protective equipment as dictated by job duties and maintain it in a clean and usable state.

Responsibilities

Promoting all of CEC products and services.
Responsible for all parts ordering at customer jobsites and expediting parts on backorder.
Assisting customers with identifying their parts needs and obtaining the correct parts.
Responsible for the coverage, retention, development, and customer satisfaction of a specific group of customers within the appropriate sales territory.
Maintaining a high degree of efficiency with regards to the parts business and functions performed in ordering, to instill customer confidence, assurances, and satisfaction with CEC’s Parts Department service.
Diplomatically handling customer complaints in a friendly, pleasing, and personal manner, and reporting any condition that might need other company attention.
Ensuring promises are maintained and deliveries are made on schedule, and advising customers of any known delays.
Making recommendations for new markets and improvements.
Developing, in conjunction with the Product Support Manager, service programs for assigned customers (maintenance programs, machine repairs, inspections, oil sampling).
Performing/coordinating market and opinion surveys.
Developing and growing market share in the Central and North Georgia region.
Maintaining excellent customer relations.
Maintaining high employee morale.
Completing call reports as specified by company procedures/policies.
Tracking competitive company sales positions and market positions.
Conducting ongoing surveys for each customer to determine future wants and needs.
Maintaining and regularly updating a population list (model numbers and customer names).
Following all policies and procedures as specified in company manuals.
Assisting with the performance of the annual physical inventory.
Working with other department personnel to assist them with parts information as required.
Assisting, when directed, with mechanics on pulling machine inspections and inputting information collected into the ERP system.
Serving as a back-up to the front counter in the parts department, as directed by the Parts Manager.
Assisting as needed in working in the warehouse, stocking parts, handling freight, and processing stock transfers.
Backing up the Parts and Service Manager when they are out of the office or on vacation.
Performing any other duties as assigned by the Parts and Service Manager.