Product Support Rep I - Industrial Engine (Finance)

Product Support Rep I - Industrial Engine

151 Backhoe Rd NE, Leland, NC 28451, USA Req #1574

Monday, January 20, 2025

PRIMARY FUNCTION:

This outside sales position is responsible for selling a maximum volume of parts and service for Gregory Poole Power Systems focused on the Industrial Engine market. Primary products sold include repair maintenance, customer value agreements (CVA), repair options (quoted major / minor repairs) and Extended Service Coverages. Sells customer parts and service needed to make repairs, to improve the operating efficiency of the equipment and lower the customer's overall life cycle cost of operating per hour. Customer support and customer experience is the top priority in this position. The expected quote to won ratio completion per month in this position is 65-70% or above.

ESSENTIAL DUTIES:

• Customer site visits on assigned accounts for upselling GPPS product support.
• Customer contact in person or via phone, email, virtual meetings (as needed) daily.
• Begin to develop a relationship with new customers to promote current offerings and specials to become the customers go to person for all service needs.
• Qualify and maintain contact with medium to large customers to increase sales of parts and service solutions on CAT Industrial Engine products and non-Cat products.
• Emphasizes to be placed on maintenance and repair services, Advantage/Extended Service Coverages, along with follow up repairs from PM services in addition to parts sales.
• Focus on service offerings surrounding systems monitoring utilizing Caterpillar connectivity and/or other products that GPPS is offering.
• Increase Customer Value Agreements (CVA/PM) and Total Maintenance Repair Agreements, PM Kits, and other service offerings to increase operational efficiencies for the customer. (Expectation is 10-15% CVA growth per year).
• Completes call activity, leads, opportunities and customer touchpoints in the company provided CRM platform daily.
• Utilize GPPS quoting tool for all quote offerings provided to customer with detailed, accurate scope of work, parts list, labor/travel/Misc. items with clear and concise information for the customer.
• Maintain accurate monthly sales reports for commission purposes and tracking.
• Identify and maintain target accounts, develop account plans, activities, and PAR tracking in CRM daily.
• All daily tasks are to be completed in a "Safe" manner following all company safety policies. Safety is always a top priority in every job role.

UNIQUE DEPT. DUTIES

• Provide quotes to customers for all PM follow up repairs in a timely accurate manner (within 3 days of request).
• Focus on customers assigned that are above breakeven target for EPG Product Support (current guideline is above $8000).
• This role includes qualifying customer accounts, updating customers account information, and assisting customers on new account set up. This includes working with other depts. to ensure all data is available needed to set up the account in a timely manner.
• Maintain call cycle - considering the diversification of the customer base for EPG and industrial engines, some customers will require calls weekly, monthly, or on a quarterly basis. This role should maintain a minimum of 50-60 face to face calls per week. (3.5 days calling on customers and 1.5 days working on and providing quotes) after initially trained.
• When jobs are "won" this position will work with the service dispatch office for review of the scope of work, scheduling and customer contact / follow up.
• If job is quoted to come into the Garner shop for repairs, communications is critical to ensure complete scope of work is discussed and the expectations of the job with the customer is provided.
• Maintain accurate account database. Will require updating customer information and machine population information in our dealer business system, CRM (customer relations management), etc.
• This position will need to determine the customer's needs and provide solutions for them.
• Oversee direct mail and other promotional campaigns with the assigned accounts.
• Follow the process to provide quick quotes for emergency situations as needed working with the service department or inside sales representative to meet the customers expectation for the repairs needed.
• This position is teamed with an ISR to assist in quoting (after 1 year) for larger repairs in the field. (Commission structure / contract will be provided and followed monthly).
• Work with inside sales representatives on new accounts and growing accounts to cultivate business growth for the territory.
• Always "sell the store" on GPPS superior service capabilities and offerings for all products we represent.

MINIMUM REQUIRMENTS:

Education:

College graduate in applicable industry/market for sales with two years' experience in technical repair services, or parts sales or high school graduate with five years experience in technical repair services or part sales in the generator or engine industry.

Work Experience:

(See above) Work experience or education in construction service, agriculture or other OEM's that utilize Caterpillar products.

Physical:

Must possess an energetic personality and be able to clearly communicate by telephone and in-person, in groups, with internal and external customers.

Must be able to present business information on a one-on-one or group basis in a professional manner.

Must have energy and stamina to work extended daily hours, usually averaging nine -10.

Other :

Valid state driving license with an acceptable/safe driving record.

Must be able to drive, sit for extended periods of time, and travel throughout assigned territory. This may require long drive times to various customer locations, training events, or customer events as needed.

Must have basic to advance PC skills preferably with MS Office and Outlook products. Must be proficient in Microsoft excel. Ability or understanding of PowerPoint is preferred.

Must understand and be able to calculate repairs and provide estimates with labor, parts, and misc. items for quoting.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Other details

• Job Family Representative
• Job Function Commission
• Pay Type Salary
• Required Education High School

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initStaticMap(true); \nPRIMARY FUNCTION:\nThis outside sales position is responsible for selling a maximum volume of parts and service for Gregory Poole Power Systems focused on the Industrial Engine market. Primary products sold include repair maintenance, customer value agreements (CVA), repair options (quoted major / minor repairs) and Extended Service Coverages. Sells customer parts and service needed to make repairs, to improve the operating efficiency of the equipment and lower the customer's overall life cycle cost of operating per hour. Customer support and customer experience is the top priority in this position. The expected quote to won ratio completion per month in this position is 65-70% or above.\n \nESSENTIAL DUTIES:\n\nCustomer site visits on assigned accounts for upselling GPPS product support. \nCustomer contact in person or via phone, email, virtual meetings (as needed) daily. \nBegin to develop a relationship with new customers to promote current offerings and specials to become the customers go to person for all service needs.\nQualify and maintain contact with medium to large customers to increase sales of parts and service solutions on CAT Industrial Engine products and non-Cat products. \nEmphasizes to be placed on maintenance and repair services, Advantage/Extended Service Coverages, along with follow up repairs from PM services in addition to parts sales.\nFocus on service offerings surrounding systems monitoring utilizing Caterpillar connectivity and/or other products that GPPS is offering. \nIncrease Customer Value Agreements (CVA/PM) and Total Maintenance Repair Agreements, PM Kits, and other service offerings to increase operational efficiencies for the customer. (Expectation is 10-15% CVA growth per year).\nCompletes call activity, leads, opportunities and customer touchpoints in the company provided CRM platform daily. \nUtilize GPPS quoting tool for all quote offerings provided to customer with detailed, accurate scope of work, parts list, labor/travel/Misc. items with clear and concise information for the customer. \nMaintain accurate monthly sales reports for commission purposes and tracking.\nIdentify and maintain target accounts, develop account plans, activities, and PAR tracking in CRM daily. \nAll daily tasks are to be completed in a "Safe" manner following all company safety policies. Safety is always a top priority in every job role. \n\n \nUNIQUE DEPT. DUTIES\n \n\nProvide quotes to customers for all PM follow up repairs in a timely accurate manner (within 3 days of request). \nFocus on customers assigned that are above breakeven target for EPG Product Support (current guideline is above $8000). \nThis role includes qualifying customer accounts, updating customers account information, and assisting customers on new account set up. This includes working with other depts. to ensure all data is available needed to set up the account in a timely manner. \nMaintain call cycle - considering the diversification of the customer base for EPG and industrial engines, some customers will require calls weekly, monthly, or on a quarterly basis. This role should maintain a minimum of 50-60 face to face calls per week. (3.5 days calling on customers and 1.5 days working on and providing quotes) after initially trained. \nWhen jobs are "won" this position will work with the service dispatch office for review of the scope of work, scheduling and customer contact / follow up. \nIf job is quoted to come into the Garner shop for repairs, communications is critical to ensure complete scope of work is discussed and the expectations of the job with the customer is provided. \nMaintain accurate account database. Will require updating customer information and machine population information in our dealer business system, CRM (customer relations management), etc. \nThis position will need to determine the customer's needs and provide solutions for them. \nOversee direct mail and other promotional campaigns with the assigned accounts. \nFollow the process to provide quick quotes for emergency situations as needed working with the service department or inside sales representative to meet the customers expectation for the repairs needed. \nThis position is teamed with an ISR to assist in quoting (after 1 year) for larger repairs in the field. (Commission structure / contract will be provided and followed monthly). \nWork with inside sales representatives on new accounts and growing accounts to cultivate business growth for the territory.\nAlways "sell the store" on GPPS superior service capabilities and offerings for all products we represent. \n\n \nMINIMUM REQUIRMENTS:\n \nEducation:\nCollege graduate in applicable industry/market for sales with two years' experience in technical repair services, or parts sales or high school graduate with five years experience in technical repair services or part sales in the generator or engine industry. \n \nWork Experience:\n(See above) Work experience or education in construction service, agriculture or other OEM's that utilize Caterpillar products. \n \nPhysical:\nMust possess an energetic personality and be able to clearly communicate by telephone and in-person, in groups, with internal and external customers. \nMust be able to present business information on a one-on-one or group basis in a professional manner. \nMust have energy and stamina to work extended daily hours, usually averaging nine -10. \n \nOther:\nValid state driving license with an acceptable/safe driving record. \nMust be able to drive, sit for extended periods of time, and travel throughout assigned territory. This may require long drive times to various customer locations, training events, or customer events as needed. \nMust have basic to advance PC skills preferably with MS Office and Outlook products. Must be proficient in Microsoft excel. Ability or understanding of PowerPoint is preferred. \nMust understand and be able to calculate repairs and provide estimates with labor, parts, and misc. items for quoting. \n \n \nThis job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.