Product Support Service Representative (PSSR) gLOBAL GrADE 10

Key outputs

• Build productive, professional relationships and strategic partnerships with key personnel in assigned Key Account customer accounts.

• Proactively assess, clarify, and validate customer needs on an ongoing basis

• Consult with Key Account customers about equipment life cycles, maintenance and replacement budgets and other solutions that will lower their owning and operating costs and support customer success.

• Assist with quotes for parts, service, and equipment management solutions

• Understand the full range of the dealership’s product offerings and how they are intended to meet business and customer needs

• Responsible for Marketing after sales products and services

• Liaison Between Barloworld and Key Customer accounts

• Business Planning and / Budgeting Planning

• Where possible inspect all failed machines/components/parts with Technical Rep and advise / train / educate customers accordingly

• Use Salesforce to load all sale opportunities , customer meetings and calls, and machine inspections.

• Compile and submit a monthly report with forecasts attached to management

• Complete machine inspections and undercarriage inspections as per required targets.

• Forecast undercarriage replacements and advise the customer.

• Discuss machine and undercarriage inspection reports regularly with customers

• Responsible for selling Caterpillar marketing initiatives

• Parts quotations followed up and converted into sales

• Promote part sales through service

• Achievement of Targeted Budget and Effective Expenses Management

• Achievement of Operations and customer monthly KPI’s

Qualifications, experience and competencies

• Matric/Grade 12
• Qualified diesel/earthmoving equipment mechanic (or equivalent qualification)
• 5 years Caterpillar experience as an artisan
• B. Tech Sales/Marketing Diploma or Certificate – preferable
• Workplace Competencies Business development skills and knowledge
• Sound business communication skills (Managerial and technical report writing critical in role)
• Sound technical knowledge of product brands
• Sound business communication skills
• Basic financial management skills
• PC and Microsoft Office knowledge
• Behavioural Competencies: Relations skills
• Problem solving
• Analysis and Attention to detail
• Listening, Influencing and Negotiation