Product Support Representative

Job Details

The PSR is responsible for the coverage, retention, development and customer satisfaction of a specific group of  customers within an assigned territory. The PSR should live within the branch territory. The position is responsible for the fulfillment of the following functions.

a) Coverage of the specified customers in a manner defined by the company. Will work closely with machine representative and CSM to insure good communication between all parties and that all are working as a team.

b} Maintenance of all required records regarding the customers in the assigned territory. Such as CRM Database, Component Forecasting System (CFS) for production machines), Etc.

1. Perform the selling function regarding undercarriage, using CFS for track management, and ground engaging measurements
2. Sell service programs to assigned customers
3. Compliance in a timely manner with all company required information

Also

1. Follow all policies and procedures specified by the Company
2. Maintain high employee morale
3. Maintain excellent customer relations by driving cost down and problem resolution
4. Attain short and long term objectives through good management and planning using CRM database

Job Duties:

1. Coverage of the specified customers in a manner defined by the company
   1. All customer call coverage is conducted as directed
   2. All customer call "pars" are achieved
   3. Call reports are to be completed weekly as specified by company into CRM database
   4. Develop and maintain excellent customer relationships, internal and external
   5. Develop and maintain relationships with appropriate customer personnel
   6. Coordinate communications between Brandeis Machinery the Customer and the Manufacture to insure total customer satisfaction
   7. Take ownership of customer issues and follow up through close of issue
   8. Insure that all customers within the assigned territory are familiar with Brandeis Machinery products and services.
   9. Attend regular staff meetings, corporate events, manufactures events
   10. Appropriate communications with internal customer
2. Maintenance of all required records regarding the customers in the sales territory
   1. Machine ownership records showing special attachments are maintained by make, model and serial number and listed in NDS system for all the machines we sold them. This should be a part of the pre-delivery.
   2. Check voice mailbox a minimum of three times daily; early morning, midday and late afternoon
   3. Contact home branch a minimum of three times daily 
   4. Expense books to be fill out in Certify and dispatched to the Regional Manager in a timely manner
   5. Pending deals updated on a weekly basis via the Brandeis CRM Database
   6. Lost Sale Reports filled out weekly and sent via the Brandeis CRM Database
   7. Furnish current information as requested to help maintain the Brandeis CRM Database
   8. Prepare and maintain a customer quote file accessible to and for the use of the home branch
   9. Visit any customer who has purchased new or used equipment from Brandeis within 72 hours of machine delivery. Purpose is to assure customer is satisfied with product, advise customer of our services and update Customer Profile Database.
   10. Perform machine walk around and familiarization with customer personnel
   11. Komatsu Care, promote the PM Maintenance for after Care sales