Product Support Consultant - Major Accounts

Milton CAT; Scarborough (ME); On-site; USD 55,000 - 70,000; Full time

Job summary

Milton CAT in Scarborough, ME, is seeking a full-time Product Support Consultant to assist customers in optimizing their equipment operations through effective service recommendations and parts sales. This role requires building strong relationships, providing customer training, and ensuring a high level of service.

The ideal candidate will have 3-5 years of experience in a related field, strong communication skills, and proficiency in CRM software. Milton CAT emphasizes customer satisfaction and offers training opportunities.

Qualifications

• 3-5 years of experience with a heavy-duty dealership in a parts or service function.
• Associate’s Degree preferred; relevant work experience may substitute.

Responsibilities

• Assist customers in achieving lower operating costs.
• Build relationships with key decision makers.
• Coordinate with customer, service, and parts departments.
• Develop new business to meet goals.
• Provide customer training on maintenance needs.

Skills

Understanding equipment dynamics

Effective communication

Proficiency in Microsoft software

Problem solving

Organizational skills

Education

Associate’s Degree (preferred)

Tools

CRM software

Job description

Company Description

Milton CAT is the exclusive distributor of Caterpillar earthmoving and construction machinery and power systems products in the Northeast. Headquartered in Milford MA, the Milton CAT team has over 1,000 dedicated and experienced employees working from 12 well-equipped locations in New Hampshire, Massachusetts, Maine, Vermont, Rhode Island, and upstate New York. Milton CAT serves customers in light to heavy construction, forestry, agriculture, governmental, paving, scrap, demolition, and waste markets as well as providing power for the marine, heavy truck and power generation industries.

Job Description

Location: Scarborough, ME. Department: Parts. Employment Type: Full Time Non-Union. Work Hours: 1st Shift. Requisition Number: 16-0114.

POSITION SUMMARY. Product Support Consultants are a key figure in helping keep our customers equipment healthy and productive by selling Caterpillar parts, preventative maintenance and repairs. This field based position is responsible for developing and offering solutions that allow Caterpillar equipment owners to achieve the lowest operating costs possible and minimize machine downtime. This position is based out of our Scarborough location and will be responsible for the following Maine counties Somerset, Waldo, Know, Kennebec, Lincoln, and Piscataquis.

Principal Functions and Responsibilities

• Assist customer in achieving lower operating costs by recommending appropriate service product options.
• Build relationships with key decision makers and promote all available products offered by Milton CAT.
• Primary liaison between customer and Milton CAT in all areas related to product support.
• Coordinate and communicate with the customer, service department, and parts department to ensure an exceptional level of service.
• Generate and develop new business to meet business goals.
• Provide customer training on unit operation and maintenance needs.
• Promote, develop and sell maintenance contracts.
• Provide parts and service quotes to customers.
• Coordinate service repairs and parts deliveries.
• Creates and maintains profiles on all major parts and service competitors.
• Reports lost parts and service sales.
• Meet targets for sales, profits, units and close ratios.
• Keep updated machine population in assigned territory.
• Maintain customer account using customer relationship management (CRM) software.
• Answer customer calls during and after normal business hours, including evenings and weekends, as needed.
• Follow up to ensure customer satisfaction.
• Participate in business and trade events; maintain membership in trade organizations.

Qualifications

EDUCATION/QUALIFICATION/EXPERIENCE: 3-5 years of experience with a heavy duty dealership in a parts or service function required. Minimum of an Associate’s Degree preferred. Equivalent education and/or relevant work experience may be considered in lieu of an Associates degree.

Skills and Abilities

• Ability to understand the basic dynamics of equipment operation and design, and parts product applications.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to calculate figures and amounts such as averages, percentages, geometry, and statistics.
• Proficient in the use of a computer and related Microsoft software, including CRM.
• Strong written and verbal communication skills.
• Strong problem solving skills and be detailed oriented with a high level of accuracy.
• Perform duties with a sense of urgency, exceeding customer expectations.
• Work with minimal supervision.
• Excellent organizational skills.
• Ability to work after hours when needed to meet customer needs.
• Attend training meetings, which may require overnight stays.
• Valid driver’s license and good driving record.

Preferred Skills and Competencies

• Previous selling experience.
• Prior territory management experience.
• Working knowledge of Caterpillar products.
• Previous experience in the construction industry.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Equal Opportunity Employment

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer. Milton CAT is a Drug‑Free workplace.