Product Support Representative

CEC
JOB DESCRIPTION
Name: Effective: 2013
Position: Product Support Representative (PSR)
Direct Supervisor: Product Support Manager
VP / General Manager - Product Support
Responsible for all aspects of the requirements of CEC at customer jobsites and CEC's Parts Department.
The individual in this position should be personable, highly motivated, a problem solver, reliable, ethical, and able to adapt to all of the forces around them - customers, suppliers, department employees, co-workers and manufacturer representatives. It is extremely important that this individual have strong selling skills and interpersonal communications skills.
The job requires the ability to operate a computer, drive a vehicle, operate a forklift and overhead crane. Will be responsible for all ordering at customer jobsites. This job requires twisting, climbing, lifting, carrying, pushing, pulling, standing, walking, squatting, crawling, bending, fine manipulation and simple grasping such as detailed herein. This job requires twisting several times per day, climbing on work platforms and catwalks. A high degree of dexterity is required for both hands ranging from simple grasping to fine manipulation.
This job requires lifting and carrying parts and components that range in weight from 5 - 100 lbs. Pushing and pulling is required at times in handling and moving these parts. These parts must be moved over concrete, asphalt, and dirt surfaces. This job must be performed at customer jobsites and at CEC. Must be on call 24 hours a day.
Detail Job Description:

1. Reports to Product Support Mgr for all job responsibilities.
2. Responsible for promoting all of CEC products and services.
3. Responsible for all parts ordering at customer jobsites and expediting parts on backorder.
4. Assist customers with identifying their parts needs and obtaining the correct parts.
5. Responsible for the coverage, retention, development and customer satisfaction of a specific group of customers within the appropriate sales territory.
6. 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.
7. Diplomatically handles customer complaints in a friendly, pleasing and personal matter - reports any condition, which might need other company attention.
8. See that promises are maintained and deliveries are made on schedule - advise customer of any known delays.
9. Makes recommendations for new markets and improvements.
10. Develop in conjunction with the Product Support Mgr service programs to assigned customers (maintenance programs, machine repairs, inspections, oil sampling).
11. Perform / coordinate market and opinion surveys.
12. Develop and grow market share in the Central and North Alabama region.
13. Maintain excellent customer relations.
14. Maintain high employee morale.
15. Call reports are to be completed as specified by company procedures/policies.
16. Track competitive company sales positions and market positions.
17. Conduct ongoing surveys for each customer to determine the wants and needs for the future.
18. Maintain and regularly update a population list (model numbers and customer names).
19. Follow all policies and procedures as specified in company manuals.

Secondary Job Duties:

1. Assist with the performance of the annual physical inventory.
2. Works with other department personnel in order to assist them with parts information as required.
3. Assist when directed with mechanics on pulling machine inspections and inputting information collected into the NDS system.
4. Serve as a back-up to the front counter in the parts department, as directed by the Product Support Mgr.
5. Assist as needed in working in the warehouse, stocking parts, handling freight and processing stock transfers.
6. Back-up the Product Support Mgr when he is out of the office or on vacation.
7. Performs any other duties as assigned by the Product Support Mgr.

Note: All work must be performed in a safe and orderly fashion. 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.