Used Equipment Support Representative

The Used Equipment Support Representative analyzes and communicates technical product issues involving all products, parts, and attachments that the company sells and services to primarily external customers. This position is responsible for parts sales to Used Equipment Customers, in addition to supporting the Used Equipment Sales Team with product support needs.

The incumbent in this position is expected to model the following practices daily:

• Demonstrate alignment with the company's mission and core business values;
• Collaborate with key internal/external
• Participate in ongoing self-development

Essential Functions:

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
• Sells CAT parts to customers via phone, e-mail, or in person.
• Evaluates and analyze product issues to support Parts and Used Equipment Sales business objectives.
• Research’s product issues, replacements using CAT tools, and PSCRM database.
• Assists with troubleshooting and resolving issues for machine parts sold.
• Facilitates customer calls during office hours and after-hours.
• Advises and reports all pertinent technical data to external customers to ensure satisfaction with our product and maintain alignment with Company Core Values.
• Manages technical services tooling and databases to ensure the success of key service functions.
• Receives customer orders and serves as the customer contact point in aftermarket transactions.
• Assists in the education of the customer base on parts programs/initiatives occasionally.
• Maintains records of parts and attachment sales to provide information on future requests and gain knowledge of sales.
• Requires regular and punctual employee attendance in an office.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Proficient with Office Applications and related software (Excel, Word, PowerPoint, Adobe Pro, com, myused.com, Infocast, DBS etc).
• Knowledge of and ability to explain safety practices, mechanical repair, service procedures, and techniques.
• Knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic and electrical systems.
• Understands the implications of new information for both current and future problem-solving and decision-making.
• Excellent organizational, customer service and interpersonal skills to establish working relationships with multiple departments and various levels of the organization.
• Ability to communicate clearly and effectively, both verbally and in writing, with external and internal customers alike.
• Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations.
• Ability to think logically for interpreting and analyzing problems assigned or encountered.
• Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Ability to work independently and Self-motivated with a high commitment to completing tasks promptly.
• Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.

Education and Experience:

• High school diploma or equivalent required; Bachelor’s degree in a related field.
• A minimum of 4 years of work-related skill, knowledge, or experience is required.

Supervisory Responsibilities:

• None

Travel:

• Less than 5%; possibly overnight travel.
• Must have a valid driver's license.

Physical Requirements:

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others and must be able to exchange accurate information in these situations.
• Reacts to visual, auditory, and other signals, including alarms and instructions, and is required to inspect work visually.
• This position requires frequent standing and walking and occasional kneeling, crouching, stooping, balancing, and reaching associated movement.
• Must be able to move objects and use abdominal and lower back muscles to provide support without fatigue. Occasionally moves materials or equipment weighing up to 50 lbs.

Work Environment:

• This job is generally performed in a retail and office environment and will work outdoors as needed.
• Noise level may be loud at times.
• May be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and In addition to occasional dust, grease, fumes, and gases.
• Frequently works at a fast pace with unscheduled interruptions.

Disclaimer:

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their everyday responsibilities as needed.

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