Crushing & Screening Customer Support Manager (CSM)

CSM Objective:

The objective of this CSM position is to focus on enhancing the support for the crushing and screening segment of our business by assisting with the existing product support infrastructure and ultimately deepening our customer relationships.  The CSM shall attain and maintain a thorough understanding of customer applications as well as our manufacturers’ offerings and capabilities that contribute to improving the customers owning and operating experience with the equipment we represent. The focus of this position shall be on all crushing & screening customers in Power Equipment Companies’ territory.

Overview:

The CSM will be expected to achieve a level of expertise enabling him to perform startups, demonstrations, and diagnose operational application issues. The CSM is expected to become a liaison with the customer and Power Equipment personnel proactively engaging with customers and their machines to help expedite solutions for operational issues. The CSM will coordinate with sales reps for demos, startups and product application training with customers in their territories. The focus of the CSM will be to build relationships with job foremen, crew superintendents, and other operations personnel of the targeted accounts as a go to resource for support of our products. The CSM is expected to have a solid relationship with our manufacturer reps and be able to obtain relevant information from these suppliers to facilitate the functions described herein. He should be perceived by these suppliers to be our “Application expert” on all issues related to crushing & screening products.

CSM Duties & Responsibilities:

1. Perform Machine Deliveries/ Walk-arounds and Operator Training.

• Perform new machine deliveries.
• Perform machine walk-around and familiarization training with owner / operator.
• Perform machine start up, systems integrity / operations training for product demonstrations and customer purchased machines.
• Perform warranty due diligence, explanation and documentation.
• Perform manufacture post-delivery machine inspections.

2. Develop & maintain excellent customer relationships, i.e.: External, Internal.

• Develop and maintain relationships with the appropriate customer personnel.
• Coordinate communications between Power Equipment personnel, customer technicians, superintendents and manufacturers on potential problems or issues.  Take the lead on providing guidance including if applicable, estimates/quotes for appropriate corrective measures.
• Take ownership of crushing & screening customer issues and follow-up through closure of issues.
• Ensure that targeted crushing & screening customers within Power Equipment territories are familiar with available Power Equipment products and service offerings.

3. Perform Machine inspections at regular intervals.

• Schedule visits with crushing & screening customer jobsites to observe, inspect machines and document condition and performance in CRM and RICO apps.
• Be familiar with crushing & screening Customer machines & applications.
• Train customers continuously on proper operation and general maintenance.

4. Assist in creating and maintaining CRMseries customer and machine computer data-based information

• Machine files are to reflect make, model, serial number, service meter reading, etc.
• Customer files are to reflect address, contact names, phones, etc.
• Call files are to reflect date, contact name, subject discussed, opportunities, etc.
• Machine inspections (min. annual) are to be recorded in CRM and RICO apps where appropriate.

5. Awareness and promotion of Product Programs, Sales, Service & Parts.

• The CSM will have an awareness of all manufacturers or Power Equipment programs and promotions as to how it would serve our customers applications in the crushing and screening segment.
• Work in conjunction with machine sales to offer special product support or warranty programs.

Job Requirements:

• • Hight School Diploma or equivalent.  College Degree.
  • Mid- Level Computer experience (MS Office, Outlook, CSM, manufacturer apps, etc.)
  • 5 years in heavy equipment construction and/or crushing/screening equipment industry experience.
  • Prior industry repair/maintenance shop management experience preferred.
  • Positive personality, team player, problem solver, self-starter, outstanding integrity, superior communicator.
  • Able to travel overnight on a regular basis for product training, or company-related business.
  • Be available to work on weekends on occasion for new machine delivery start up or Customer application / machine diagnosis.
  • Must pass background check, employment physical, and drug screen.