Product Support Representative (PSR)

Cowin Equipment Company, Inc•Atlanta, KS

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 and interpersonal communication skills are essential. This role requires the ability to operate a computer, drive a vehicle, operate a forklift, and an overhead crane. The PSR will be responsible for all ordering at customer jobsites and must be available on call 24 hours a day. 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 facilities.

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, climb, lift, carry, push, pull, stand, walk, squat, crawl, bend, perform fine manipulation, and simple grasping.
Ability to lift and carry parts and components ranging in weight from 5 – 100 lbs.
Ability to push and pull parts.
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.

Nice To Haves

Personable
Highly motivated
Problem solver
Reliable
Ethical
Able to adapt to all of the forces around them – customers, suppliers, department employees, co-workers and manufacturer representatives.

Responsibilities

Reports to Parts and Service Mgr for all job responsibilities.
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.
Ensures promises are maintained and deliveries are made on schedule – advises customer of any known delays.
Makes recommendations for new markets and improvements.
Develops, in conjunction with the Product Support Mgr, service programs for assigned customers (maintenance programs, machine repairs, inspections, oil sampling).
Performs / coordinates market and opinion surveys.
Develops and grows market share in the Central and North Georgia region.
Maintains excellent customer relations.
Maintains high employee morale.
Completes call reports as specified by company procedures/policies.
Tracks competitive company sales positions and market positions.
Conducts ongoing surveys for each customer to determine future wants and needs.
Maintains and regularly updates a population list (model numbers and customer names).
Follows all policies and procedures as specified in company manuals.
Assists with the performance of the annual physical inventory.
Works with other department personnel to assist them with parts information as required.
Assists, when directed, with mechanics on pulling machine inspections and inputting information collected into the ERP system.
Serves as a back-up to the front counter in the parts department, as directed by the Parts Mgr.
Assists as needed in working in the warehouse, stocking parts, handling freight and processing stock transfers.
Backs up the Parts and Service Mgr when he is out of the office or on vacation.
Performs any other duties as assigned by the Parts and Service Mgr.
All work must be performed in a safe and orderly fashion.
Adheres to all Cowin Equipment Company safety and driving rules.
Is aware of OSHA / MSHA standards relating to the heavy equipment industry and adheres to these while performing job duties.
Wears personal protective equipment as dictated by job duties and maintains it in a clean and usable state.