Product Support Representative (PSR)

Cowin Equipment Company, Inc.; Lawrenceville (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Cowin Equipment Company, Inc. is seeking a Product Support Representative (PSR) to serve at customer jobsites and drive parts orders through the Parts Department.

The role emphasizes selling skills, reliability, and strong interpersonal communication to keep customers satisfied and informed. The PSR will promote Cowin products and services, assist in identifying parts, coordinate orders, and support coverage for a defined customer group within the Georgia region.

Qualifications

• Personable, highly motivated and ethical with strong selling and interpersonal communication skills.
• Ability to operate a computer, drive a vehicle, forklift and overhead crane.
• Willingness to be on call 24 hours and work at customer sites.

Responsibilities

• Promote all Cowin products and services.
• Handle all parts ordering at customer sites and expediting backorders.
• Assist customers in identifying parts needs and ensure correct parts are obtained.
• Maintain coverage and customer satisfaction for a defined group within the sales territory.
• Maintain efficiency in ordering to build customer confidence and satisfaction with Parts Department services.
• Follow company procedures for call reports, stay on schedule and communicate delays.
• Develop and grow market share in the Central and North Georgia region.
• Back up front counter duties and assist in warehouse as needed.

Skills

Selling skills

Interpersonal communication

Problem solving

Tools

ERP system

Job description

Position: Product Support Representative (PSR)
Direct Supervisor: Parts and Service Manager
VP / General Manager - Product Support
Responsible for all aspects of the requirements of CEC at customer jobsites and CEC’s Parts Department.
The individual in this position should be personable, highly motivated, a problem solver, reliable, ethical, and able to adapt to all of the forces around them - customers, suppliers, department employees, co-workers and manufacturer representatives. It is extremely important that this individual have strong selling skills and interpersonal communications skills.
The job requires the ability to operate a computer, drive a vehicle, operate a forklift and overhead crane. Will be responsible for all ordering at customer jobsites. This job requires twisting, climbing, lifting, carrying, pushing, pulling, standing, walking, squatting, crawling, bending, fine manipulation and simple grasping such as detailed herein. This job requires twisting several times per day, climbing on work platforms and catwalks. A high degree of dexterity is required for both hands ranging from simple grasping to fine manipulation.
This job requires lifting and carrying parts and components that range in weight from 5 - 100 lbs. Pushing and pulling is required at times in handling and moving these parts. These parts must be moved over concrete, asphalt, and dirt surfaces. This job must be performed at customer jobsites and at CEC. Must be on call 24 hours a day.

Detail Job Description

• Reports to Parts and Service Mgr for all job responsibilities.
• Responsible for promoting all of CEC products and services.
• Responsible for all parts ordering at customer jobsites and expediting parts on backorder.
• Assist customers with identifying their parts needs and obtaining the correct parts.
• Responsible for the coverage, retention, development and customer satisfaction of a specific group of customers within the appropriate sales territory.
• Maintains a high degree of efficiency with regards to the parts business and functions performed in ordering, to instill customer confidence, assurances and satisfaction with CEC’s Parts Department service.
• Diplomatically handles customer complaints in a friendly, pleasing and personal matter - reports any condition, which might need other company attention.
• See that promises are maintained and deliveries are made on schedule - advise customer of any known delays.
• Makes recommendations for new markets and improvements.
• Develop in conjunction with the Product Support Mgr service programs to assigned customers (maintenance programs, machine repairs, inspections, oil sampling).
• Perform / coordinate market and opinion surveys.
• Develop and grow market share in the Central and North Georgia region.
• Maintain excellent customer relations.
• Maintain high employee morale.
• Call reports are to be completed as specified by company procedures/policies.
• Track competitive company sales positions and market positions.
• Conduct ongoing surveys for each customer to determine the wants and needs for the future.
• Maintain and regularly update a population list (model numbers and customer names).
• Follow all policies and procedures as specified in company manuals.

Secondary Job Duties

• Assist with the performance of the annual physical inventory.
• Works with other department personnel in order to assist them with parts information as required.
• Assist when directed with mechanics on pulling machine inspections and inputting information collected into the ERP system.
• Serve as a back-up to the front counter in the parts department, as directed by the Parts Mgr.
• Assist as needed in working in the warehouse, stocking parts, handling freight and processing stock transfers.
• Back-up the Parts and Service Mgr when he is out of the office or on vacation.
• Performs any other duties as assigned by the Parts and Service Mgr.

Note

All work must be performed in a safe and orderly fashion. Must adhere to all Cowin Equipment Company safety and driving rules. Must be aware of OSHA / MSHA standards relating to the heavy equipment industry and adhere to these while performing job duties. Personal protective equipment must be worn as dictated by job duties. This personal protective equipment shall be maintained in a clean and usable state.