CSA- Customer Support Advisor Job Description

Customer Support Advisors focus on United Construction and Forestry’s customer’s equipment by partnering with the customer to offer equipment management solutions that help the customer achieve a lower owning and operating cost. This position provides product support services and solutions to customers within designated territories, maximizes product support sales with designated customers while ensuring maximum customer satisfaction levels, and increases customer satisfaction from assigned accounts as well as captures incremental business from customers in their assigned territory. The CSA will be the primary liaison between the customer and United C&F in all areas related to product support, specifically parts and service departments.

Key Ares of Responsibility

• Maintain customer service excellence by becoming an indispensable consultant for their equipment management needs.
• Identify all opportunities where the CSA can sell United C&F labor, in the shop or field.
• Work closely with service departments to communicate with the customer to help ensure timely completion of service work and help to avoid unexpected service invoices.
• Assist in managing customers’ expectations regarding warranty repairs, adhering to the service department’s judgement of the warrantability of the repair.
• Work to sell United C&F Maintenance contracts.
• Maximize product support sales from designated customers.
• Research parts in appropriate John Deere system and other vender systems for the customers when the parts department cannot.
• Perform regular undercarriage inspections and assist the customer in managing their undercarriage fleet.
• Develop new product support business within the assigned territory, with customers that haven’t utilized United C&F in the past, or for offerings that the customer has not purchased from the company in the past. For example, but not limited to: Undercarriage parts, Labor, Filters and Fluids, Hydraulic hose and couples, cylinder reseals, power train components, hydraulic pumps and motors, and attachments.
• Work with territory sales reps to maximize the probability of repeat sales and increase United C&F’s market share of new equipment purchases.
• Be on a constant lookout for machine sales/rental leads and pass them to the territory sales rep as soon as the lead is received or uncovered.
• Work diligently to collect and maintain a record of the customer’s machine population in the CRM system.
• Maintain thorough knowledge of United C&F’s product line and their product support offerings.
• Be cognizant of product support trends in the industry and report to the company.
• Monitor shifts in customer needs and adapt to them.
• Maintain an average of six-ten customer contacts per day.
• Maintain records of calls, make reports as required, work according to plan, follow up on all leads, and control travel, telephone, and entertainment expenses.

18. Constantly seek self-improvement by gaining product/sales knowledge, reading, and listening to outside sources

Job Type: Full-time

Pay: $50,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 5 years

Shift:

• 8 hour shift

Ability to Relocate:

• Clifton Park, NY: Relocate before starting work (Required)

Work Location: In person