Product Support Sales Rep (PSSR)

Dobbs Equipment•Savannah, GA

About The Position

Dobbs Equipment is seeking an experienced Product Support Sales Rep (PSSR) to lead customer support activity across an assigned area of responsibility. The role aggressively pursues product support opportunities with existing and new customers to help achieve monthly revenue and profitability objectives. The position also includes other duties or projects assigned by management. The PSSR calls on customers according to agreed-upon frequency, maintains accurate customer and fleet records, monitors customer and competitor trends, and works to ensure customer satisfaction. The role supports customers through parts and service sales, customer portal education, dispute resolution, and assistance with accounts receivable collection. The PSSR may also staff the parts counter as scheduled. Performance is measured against annual targets and reviewed monthly using a scorecard that includes service share, parts and labor revenue, new product support customer revenue, JDLink renewals, preventive maintenance agreement completion, undercarriage revenue, attachment sales, and ground-engaging-tools revenue. The employee must follow company, customer, and applicable health and safety policies and complete assigned product support training and relevant ongoing courses. The role requires extensive driving and overnight travel. Work may involve occasional exposure to wet or humid conditions, moving mechanical parts, and outdoor weather. Physical demands include regular standing, handling objects, reaching, and communicating; frequent walking, climbing or balancing, and stooping, kneeling, crouching, or crawling; and regularly lifting or moving up to 50 pounds and occasionally up to 100 pounds.

Requirements

Valid driver's license and a clean driving record.
Customer service experience.
Bachelor's degree or equivalent from a four-year college, at least three years of related experience and/or training, or an equivalent combination of education and experience.
Ability to communicate effectively with teammates and customers.
Strong problem-solving skills.
Ability to self-manage and self-motivate.
PC literacy and proficiency with Microsoft Office, particularly Excel and Outlook.
Ability to understand and carry out written, oral, or diagrammed instructions using common sense.
Ability to perform arithmetic using whole numbers, common fractions, and decimals.
Ability to learn quickly and think outside the box.
Ability to undertake extensive driving and overnight travel.
Ability to meet the stated physical demands, including regularly lifting or moving up to 50 pounds and occasionally up to 100 pounds.

Nice To Haves

Bilingual ability.

Responsibilities

Comply with Dobbs Equipment health and safety policies, customer safety policies, and applicable state and federal requirements.
Call on current and prospective customers in the assigned territory according to agreed call frequency to grow product support revenue and profitability.
Keep the company database and customer fleet details up to date.
Monitor local customer and competitor trends and recommend ways to improve product support revenue and profitability to the manager and branch management teams.
Promote customer satisfaction and promptly address disputes or potential disputes under company policies; follow up to ensure timely resolution.
Staff the parts counter as scheduled and encourage customers to place routine parts orders through the counter.
Maintain expense controls while performing job duties.
Develop use of the Dobbs Customer Portal by educating and training customers.
Assist with accounts receivable collection when requested.
Pursue customer uptime by selling shop and field labor, preventive maintenance agreements, undercarriage and ground-engaging tools, and scheduled strategic parts promotions.
Complete assigned PSSR training through JDU and continue relevant courses as they become available.
Meet annual targets and work toward performance scorecard measures, including service share, parts and labor revenue, new customer revenue, JDLink renewals, preventive maintenance service completion, undercarriage revenue, attachment sales, and ground-engaging-tools revenue.