Product Support Representative (PSR)

Montgomery•Lawrenceville, GA

83d•Hybrid

About The Position

The Product Support Representative (PSR) is responsible for all aspects of customer jobsite requirements and the Parts Department at CEC. This role demands a personable, highly motivated, and ethical individual with strong problem-solving skills and the ability to adapt to various interactions. Key to this position are strong selling and interpersonal communication skills. The job requires proficiency in computer operation, driving, and operating a forklift and overhead crane. The PSR will manage all parts ordering at customer job sites and is responsible for expediting backordered parts. They will assist customers in identifying and obtaining correct parts, manage customer coverage, retention, development, and satisfaction within their sales territory, and maintain high efficiency in the parts business to ensure customer confidence and satisfaction. The role involves diplomatically handling customer complaints, ensuring promises are kept and deliveries are on schedule, and advising customers of any known delays. The PSR will also make recommendations for new markets and improvements, develop service programs with assigned customers (maintenance, repairs, inspections, oil sampling), perform market and opinion surveys, and grow market share in the Central Alabama region. Maintaining excellent customer relations and high employee morale are crucial. Call reports must be completed as specified, and competitive company sales and market positions must be tracked. Ongoing customer surveys to determine future wants and needs are required, along with maintaining and updating a population list of model numbers and customer names. Adherence to all company policies and procedures is mandatory. Secondary duties include assisting with annual physical inventory, providing parts information to other department personnel, assisting mechanics with machine inspections and data input into the NDS system, serving as a backup to the front counter in the parts department, assisting in the warehouse with stocking, freight handling, and stock transfers, and backing up the Product Support Manager when they are out of the office or on vacation. Any other duties assigned by the Product Support Manager will also be performed. All work must be conducted safely and orderly, adhering to Cowin Equipment Company safety and driving rules, and OSHA/MSHA standards relevant to the heavy equipment industry. Appropriate personal protective equipment must be worn and maintained.

Requirements

Strong selling skills
Strong interpersonal communications skills
Ability to operate a computer
Ability to drive a vehicle
Ability to operate a forklift
Ability to operate an overhead crane
Must be on call 24 hours a day.

Responsibilities

Responsible for all aspects of the requirements of CEC at customer jobsites and CEC’s Parts Department.
Responsible for all ordering at customer jobsites.
Responsible for promoting all of CEC products and services.
Responsible for all parts ordering at customer jobsites and expediting parts on backorder.
Assist 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.
Maintains 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 handles customer complaints in a friendly, pleasing and personal matter – reports any condition, which might need other company attention.
See that promises are maintained and deliveries are made on schedule – advise customer of any known delays.
Makes recommendations for new markets and improvements.
Develop in conjunction with the Product Support Mgr service programs to assigned customers (maintenance programs, machine repairs, inspections, oil sampling).
Perform / coordinate market and opinion surveys.
Develop and grow market share in the Central Alabama region.
Maintain excellent customer relations.
Maintain high employee morale.
Call reports are to be completed as specified by company procedures/policies.
Track competitive company sales positions and market positions.
Conduct ongoing surveys for each customer to determine the wants and needs for the future.
Maintain and regularly update a population list (model numbers and customer names).
Follow all policies and procedures as specified in company manuals.
Assist with the performance of the annual physical inventory.
Works with other department personnel in order to assist them with parts information as required.
Assist when directed with mechanics on pulling machine inspections and inputting information collected into the NDS system.
Serve as a back-up to the front counter in the parts department, as directed by the Product Support Mgr.
Assist as needed in working in the warehouse, stocking parts, handling freight and processing stock transfers.
Back-up the Product Support Mgr when he is out of the office or on vacation.
Performs any other duties as assigned by the Product Support Mgr.
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.
Personal protective equipment must be worn as dictated by job duties.
This personal protective equipment shall be maintained in a clean and usable state.