ECustomer Support Representative

It's your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples' work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson's legacy permeates every aspect of our communities. From roads and bridges, back‑up power at hospitals, fire‑fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don't just have a career, you have a purpose.
Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.
You are exceptionally motivated, have outstanding skills, and want your work to matter. Peterson offers competitive wages, generous benefits, and promotional opportunities at a family‑owned and operated business. It's time to use your skills and passion to do work that matters!

Peterson Cat has the immediate need for an eCustomer Support Representative based at our San Leandro, Ca location.

This position serves as a vital link between Peterson and our valued customers. Responsibilities include sales activities for e‑commerce offerings from Peterson to increase online parts revenue and line‑item growth by enhancing e‑customer support capabilities. Position is responsible for data measurement, achieving key metrics, monthly reports/tracking, and ongoing training support for customers and Product Support Sales Representatives. Also responsible for reaching out to customers, offering product support, and measuring/reporting progress.

This position requires the eCustomer Support Representative to be away from the employer's place of business more than 50% of the time interacting with customers at their locations and/or job sites.

• Promotes the sale and adoption of the full digital suite of customer tools from Caterpillar, including but not limited to  online purchasing platform, Vision Link service application, Condition Monitoring Services, Cat Digital, Cat Card, product QR Codes, SIS product subscriptions and Customer Value Agreements (CVA) for Peterson.
• Promotes the sale of Cat Electronic Technician (ET) software DPC Training and Peterson University Training courses.
• Work with Product Support and Machine Sales Representatives to develop strategies and solutions for customers that increase eCommerce platform knowledge and use.
• Create go‑to‑market strategy for marketing and unassigned customers, within an assigned territory that increase eCommerce platform knowledge and use.
• Visit assigned Peterson customer accounts with Product Support Sales Representatives, Machine Sales Representatives and/or e‑Customer Support Manager.
• Be able to create and communicate the value of Peterson's e‑business portfolio to customers in the field and at their job sites.
• Makes sales calls on unassigned Peterson customer accounts via phone and in person.
• Follow through on the sales process from customer identification, prioritization to collecting purchase orders for software sales and progress on customer Parts Store usage.
• Support Sales plans through our websites.
• Parts Store implementation, access control, troubleshooting and handling new customer requests.
• Provide expanded platform customer training when requested.
• Travel to customers at job sites throughout Peterson territory to assist online users at their workstations, testing process from customer's computer.
• Must be able to travel more than 50% of time, with occasional overnight travel to customers, job sites, and to company subsidiaries.

• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction from supervisor/manager.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson's core values.…