Construction & Mining Equipment - Field AfterSales Support Manager

Description

BASIC FUNCTION:

Assist in parts and service support including planning, development and management of all activities related to the sale of parts and services.  Maintaining a well-equipped and trained team of product support representatives (PSR’s) staff to carry out strategic initiatives and related plans for all product support sales and marketing operations.   Work closely with Brandeis sales group and PSRs to deliver a premier support experience for the customer.

DUTIES AND RESPONSIBILITIES:

• Assist and support PSR’s with service quoting, machine inspections, maintenance agreements and component tracking.
• Must work directly with sales department, regional sales managers and salesmen to design and implement successful product support programs and solutions for individual customers based on their needs.
• Coordinate with sales on new deliveries to introduce product support capabilities to customer while communicating warranty obligations, completing commissioning paperwork, etc.
• Develop short- and long-range forecasts, objectives, action and accountability plans for PSR’s.
• Develop system of presenting, updating, and tracking of Komatsu fix-as-fail campaigns as it relates to PSR’s and corresponding machine inspections.
• Maintain and ensure excellent customer relations.
• Manage product and sales training for PSR’s
• Collect and analyze parts and service marketing data.
• Manage the customer profile database (sales calls, issues, sales leads and equipment file) within our CRM system.
• Develop and maintain commission plan and process monthly PSR commissions.   Will work closely with VP Product Support and President to maintain a competitive compensation plan for PSRs in order to retain top talent.
• Implement manufacturer’s sales and marketing programs. This individual will be the company expert and responsible for communicating and training all PSR’s.
• Responsible for recruiting and hiring PSR’s with support from VP Product Support and President.
• Educate, teach, and implement manufacturer programs and tools such as PM quoting, undercarriage management, Komtrax/VHMS reporting, oil sampling reports, component tracking, MyKomatsu, WIDOS etc.
• Work closely with PSR’s on rebuild opportunities, to include promoting The Rebuild Center located in Louisville, Kentucky.   Must possess a good understanding of quoting and job scope to discuss with customers and PSRs.
• Will work closely with Bramco Marketing Manager to assist in marketing our product support capabilities and promotions on social media
• Develop a consistent plan across all PSR territories for follow up with our customers with the goal of more customer touches

Qualifications

• Must have a High School Diploma or equivalent.  Business or marketing degree preferred.  Minimum of three (3) years verifiable successful track record in selling parts and service offerings. 
• Must have a proven record of being a successful manager, preferably managing a sales team or customer support group across a wide geographic region.
• Demonstrated success in growing product and service revenues along with the customer base in an assigned territory or market segment, with results that have consistently met or exceeded annual goals and quotas.
• Strong planning, personal organization, time management and problem-solving skills.
• Strong computer skills, with working knowledge of Microsoft Office suite (i.e., Outlook, Word, Excel, PowerPoint), and Windows-based and/or online software.
• Excellent oral and written communications and interpersonal skills, with the ability to develop and build strong relationships inside and outside of the company.
• Ability to create and deliver effective presentations and proposals.
• Able to routinely travel overnight within the territory (Up to 12 Nights Per Month) for product demonstration, training or other company related business.
• Positive “can-do” attitude and personal accountability for delivering results, with the desire and willingness to continuously learn and grow.
• Must successfully pass a background check and drug screen.