Product Support & CVA Leader - Grow Customer Value

Hawthornemachineryco; San Diego (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

Hawthorne Cat in San Diego seeks a Product Support Supervisor to drive service growth by leading the product support sales teams and the CVA department. You will boost customer satisfaction and parts/service sales while aligning with corporate goals.

You will coach PSSR colleagues, manage quarterly scorecards, develop learning plans, and coordinate with Caterpillar on go-to-market and merchandising programs to maximize value for customers and the dealership.

Responsibilities

• 1. Manage the Product Support Sales Representatives (PSSR) at Hawthorne Power Systems and support other locations with corporate services growth initiatives for Marine, EPG, Industrial, AES and other segments.
• 2. Work closely with customers to support their needs and provide solutions.
• 3. Interface with Parts and Service teams on the implementation of all product support marketing and sales initiatives.
• 4. Engage with Caterpillar to develop go-to-market strategies.
• 5. Effectively supervise the PSSRs' performance and their territory assignments.
• 6. Coach and develop PSSR's sales and customer service skills.
• 7. Manage quarterly PSSR scorecard and develop individual learning plans.
• 8. Develop annual product support sales targets and work with the respective teams to establish targets for each PSSR in alignment with corporate goals.
• 9. Gather, communicate and respond to market intelligence - develop solutions to counteract competitive activity and achieve business plan.
• 10. Coordinate and administer Caterpillar merchandising programs. Responsible for leveraging all of Caterpillar Parts and Service support programs to their fullest extent within the dealership.
• 11. Interface with the District Reps and Caterpillar in a way that optimizes their engagement and participation as it relates to supporting our goals.
• 12. Manage Caterpillar technology solutions to provide customers options for improved power management.
• 13. Work with Marketing to ensure we are actively marketing our programs and delivering Parts and Service products to our team and customers in a timely manner.
• 14. Oversees and direct all activities necessary to maintain a profitable and well-regarded CVA (Customer Value Agreement) operation.
• 15. Interfaces with customers. 16. Oversees the CVA technicians effectively by administrating performance reviews and disciplinary action when necessary.
• 17. Schedule performance and safety training for personnel within the department.
• 18. Support Product

Job description

Hawthorne Cat in San Diego seeks a Product Support Supervisor to drive service growth by leading the product support sales teams and the CVA department. You will boost customer satisfaction and parts/service sales while aligning with corporate goals.

You will coach PSSR colleagues, manage quarterly scorecards, develop learning plans, and coordinate with Caterpillar on go-to-market and merchandising programs to maximize value for customers and the dealership.