Product Support Solutions Representative

Company Name:
Patten Industries
Patten Industries, the leading Northern Illinois and Northwest Indiana Caterpillar dealer, has an excellent opportunity for a Product Support Solutions Representative.
POSITION SUMMARY: The overall function of a Product Support Solutions Representative is to focus on growing and sustaining Parts and Service sales. Increase Patten's market share by providing cost saving solutions to help lower customer's owning and operating costs. This job is an outside sales position that requires a significant amount of driving.
PRINCIPAL FUNCTIONS & RESPONSIBILITIES (including, but not limited to):
Schedule customer visits in conjunction with PAR requirements.
Effectively market/communicate offerings and campaigns that position Patten as the clear Product Support choice.
Sell Patten goods and services as solutions that assist customers in lowering their equipment owning and operating costs.
Provide feedback internally to drive change sufficient to meet market demands and provide viable customer solutions by participating in PSSR meeting/providing weekly territory updates to Product Support Field Sales Manager.
Extensive knowledge of customer's and territory (including financial status and past sales volume) well enough to forecast growth potential, select target accounts, and identify need for alternative solutions.
Work safely at all times. Adhere to applicable safety policies
Using Caterpillars ultrasonic measuring tool & CTS program to manage all track type machines within the PSSR's territory
Manage customer ground engaging tool needs, updating them on current options that lower their equipment owning and operating costs.
Provide better customer experiences by educating the customer on various service facilities and capabilities while involving any necessary experts in the solution process.
Monitor and communicate competitive information to assure Patten always has the advantage.
Utilize available technology (Internet, Email) to stay current on latest offerings, developments, and campaigns in an effort to communicate current issues to customers.
All customer quotes are presented in a thorough, professional manner.
Document and communicate any issues that impact customer satisfaction to the appropriate area utilizing (CIM) Customer Issue Management. Seek assistance from Product Support Sales Manager for additional help in resolving an issue.
Work within and promote corporate values.
Effectively manage contact information, machine population, opportunities, activities, campaigns, utilizing Sale Link CRM software as outline in the SalesLink guidelines located on the company intranet.
Must complete training requirements and meet timelines for each training module
Follow up with all leads within 2 days as outlined in the SalesLink guidelines located on the company intranet.
Utilize CIM (Customer Issue Management) software to track customer issues to ensure they are resolved in within 10 days.
Perform basic (TAI) machine inspections
Analyze customer oil samples, and advise them of corrective action

A four year undergraduate degree from an accredited college preferred.
Strong technical knowledge and understanding of heavy equipment / systems & components
A minimum of at least five years demonstrated previous successful OUTSIDE sales record in the construction industry
Valid Driver's license

Must have sales skills to effectively help the customer to overcome objections and close the sale.
Must be a motivated self-starter.
Must have interpersonal skills sufficient to assist customers and employees in a professional manor.
Must have sufficient mechanic knowledge to understand customer equipment opportunities and to express these opportunities to the appropriate area within Patten.
Must have sufficient knowledge to effectively utilize Internet, e-mail, spreadsheets, word processing programs and database management.
Must be able to effectively utilize and/or be fluent in the following within the first 6 months of employment:
o SOS Interpretation
o SIS Web
o ET
o Infocast
o Sales Link
o VisionLink
o Storefront Applications
o CCR/CPT Programs
o Reman Core Criteria
o PSK's
Strong customer service Skills
Strong organizational skills & detail oriented


EEO M/F/Vet/Disability

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