Associate Compact Equipment Product Support Representative

Description

The Associate Compact Equipment Product Support Representative is responsible for driving parts and service sales growth for compact equipment within a retail service office environment. This role partners closely with Service, Parts, and Sales teams to deliver excellent customer support, build strong relationships, and maximize product support opportunities. Focused exclusively on compact equipment, the position utilizes structured pricing menus, proactive call plans, and customer insights to support equipment lifecycle needs, increase service absorption, and enhance customer satisfaction. 

This is a developmental role within the Product Support Sales career path, designed to build foundational knowledge in parts, service operations, customer engagement, and sales processes. Through strong performance and achievement of key objectives, the Associate Compact PSSR has a clear pathway to advance into a Product Support Sales Representative (PSSR) role with expanded territory responsibility and sales ownership. 

WHAT YOU’LL DO

• Execute proactive call plans based on marketing data, and customer insights to identify parts and service opportunities 
• Build and maintain strong relationships with compact equipment customers through phone, email, and in-person interactions 
• Utilize established service pricing menus to quote standard repairs and maintenance; develop and present quotes for all non-menu work 
• Promote and sell extended warranties, Customer Value Agreements (CVAs), and maintenance solutions to maximize equipment uptime and lifecycle value 
• Inspect customer equipment as needed to identify service, repair, and replacement opportunities 
• Coordinate closely with Service and Parts departments to ensure accurate quoting, parts availability, and efficient job execution 
• Support service administrative operations, including work order follow-up, documentation, and customer communication 
• Schedule service work with customers and ensure alignment with shop capacity and field resources 
• Maintain accurate and up-to-date customer and equipment information within Caterpillar and dealership systems 
• Generate and manage leads for parts, service, and support opportunities specific to compact equipment 
• Ensure timely follow-up on all quotes, leads, and customer inquiries to drive conversion and customer satisfaction 
• Maintain knowledge of compact equipment product lines, service offerings, and current marketing initiatives 
• Promote Riggs’ parts and service capabilities while ensuring a high level of customer satisfaction and retention 

Requirements

WHAT YOU’LL NEED

• Strong customer service and relationship-building skills 
• Self-motivated with the ability to prioritize tasks and work with limited supervision 
• Ability to effectively communicate (verbal and written) with customers and internal teams 
• Basic mechanical aptitude or understanding of compact equipment and service operations preferred 
• Ability to analyze customer needs and recommend appropriate solutions 
• Strong organizational skills with attention to detail in quoting, scheduling, and follow-up 
• Ability to manage multiple tasks in a fast-paced retail service environment 
• Problem-solving skills and the ability to handle challenging customer situations professionally 
• Familiarity with CRM systems and Caterpillar reporting tools preferred 
• Sales mindset with the ability to identify and close parts and service opportunities 
• Valid driver’s license and clean driving record 

PREFERRED QUALIFICATIONS

• Bachelor’s degree 

IMPORTANT INFORMATION

While performing the duties of this job, the employee is regularly required to sit, talk or hear. The employee is occasionally required to stand and walk. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

The noise level in the work environment is usually quiet.

Required travel up to 10%.

This position is not considered a safety sensitive position.

The Job description is subject to change by the employer as the needs of the employer and requirements of the job change.

EEO/AA

Salary/Exempt

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)