Product Support/ CVA Supervisor

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

We Build Better Communities

Be Part of the Hawthorne Difference!

Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you've come to the right place! At Hawthorne Cat, we're always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That's why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

POSITION SUMMARY

The Product Support Supervisor shall be responsible for driving services growth through leading and supporting the product support sales teams and the CVA Department. The incumbent is responsible for increasing customer satisfaction and parts and service sales volume, including the operations of the CVA Department, to levels consistent with our corporate strategic plan.

ESSENTIAL FUNCTIONS

• 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