Product Support Rep

Position: Product Support Rep I
PRIMARY FUNCTION:
To promote and profitably sell after-market services including, but not limited to parts, repair services, planned maintenance, total maintenance and repair, and on-site maintenance to all Lift Systems Division product users through planned customer contact within an assigned territory.

* Please note that this is an outside sales position. Please read all requirements below before applying.
* ESSENTIAL DUTIES:

1. Increase dealer parts and service sales volume by aggressively soliciting orders from customers and prospective customers.
Expectation is an annual increase of total parts and service sales for respective territory.
2. Maintain adequate contact with existing customers while aggressively seeking new customers.
Maintain a minimum average of 10 customer calls per day
Maintain a minimum average of 6 prospective cold calls per week
Establish a call PAR for your top 150 customers using the following criteria:
3. Secure or submit accurate service repair estimate requests to management for pricing and present all quotes and estimates to customers.
Prepare and present all required written quotes requested by any customer through the support of various parts, service, and sales personnel.
All completed PM forms with PSSR follow-up indications are to be reviewed for potential quoting opportunity.
Expectation of a minimum of 10 written quotes per week.
All written quotes are to be documented in CRM
Expectation is to close a minimum of 25% of the total volume of outgoing written quotes.
A follow-up phone call to the customer for every quote completed above $2500 to confirm customer satisfaction in expected.
4. Keep management informed of all product support activities occurring within assigned territories; (e.g., Call Reports).
Maintain the CRM - Business Contact Management System in accordance with Company Policy
Complete call reporting, calendar of appointments, and synchronize with the system daily.
Be prepared for weekly review with management of the following week's itinerary.
Complete all additions, deletions and corrections to the customer database utilizing the functions available.
Visit any lift truck customer that purchases or leases a new or used truck within one week of delivery per notification by the monthly Sales order and delivery report.
Perform special projects to evaluate competitive activity at the request of the Product Support Sales Manager.
5. Maintain a thorough knowledge of territory truck population, sales history, and competitive activities.
Customer Purchases YTD compared to previous year specific by PSSR Territory
YTD Parts and Service Purchases by Division and PSSR Territory
Customer Parts Purchases YTD by specific Source of Supply
YTD Parts and Service Purchases by County
6. Generate or assist in the sale of new Guaranteed Maintenance and Repairs and Planned Maintenance Agreements.
Expectation of obtaining a minimum of 15 new trucks on pm per quarter.
Assist in Site Surveys for all Guaranteed Maintenance deals in respective territory.
7. Keep customers informed of product support programs offered by the Industrial Division and its venders.
Be aware of the latest product improvements and update sales kits and reference materials as new data is released.
8. Effectively utilize all available technical and sales training offered by the Industrial Division and its venders
Attend required training and meetings.
The representative should discuss openly with management any training needs they feel necessary for development.
9. Maintain good customer relations.
An ethical and reputable business relationship is maintained with all customers.
A minimum number of customer complaints resulting from services performed.
10. Address customer complaints in accordance with Company Policy and advise management promptly of any situations beyond your scope of authority.
Be the liaison between the customer and the source of the concern.
Insure the discrepancy is properly communicated to the appropriate manager.
Follow-up promptly to insure customer satisfaction was obtained.
11. Fully utilize all promotional materials and programs to increase sales.
Assist management with determining specific customer needs.
Put together a professional arrangement of available materials that match the customer's needs.
12. Maintain a professional and proper personal appearance at all times.
Adhere to company policy utilizing business casual as the standard governed by the type of activity to be performed.
13. Properly maintain Company property.
Maintain the company-provided vehicle. Keeping it clean and organized at all times.
Maintain the company- provided vehicle by having routine maintenance performed as required by the manufacturer or recommended by GP management.
All assigned company property is accounted for and maintained as company policy dictates.
14. Identify and communicate new and used sales leads to the various Divisions and Departments. Rent equipment to customers or communicate rental leads to Sales Department as appropriate.
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