SUMMARY
The Customer Service Representative (CSR) is responsible for parts & service revenue growth of a specific assigned branch and/or territory through providing a wide variety of after-sales solutions to our customers.
DUTIES AND RESPONSIBILITIES
- Call on and visit prospect and existing customers to establish a relationship and offer parts & service solutions to grow the revenue of the assigned area of responsibility.
- Complete machine inspections for our customers to minimize potential breakdown and bring additional work to the branch(es) in its territory.
- Attend all new equipment deliveries in their territory, and provide quotations to the customers to secure service maintenance contracts and extended warranty opportunities.
- Directly sell parts, parts accessories, and lubricants to customers to increase revenues.
- Provides pro-active consultation and subsequently quotations for machine refurbishment to prospect and existing customers to minimize their total costs of ownership and prevent critical failures and downtime.
- Assess customer needs with regards to training deficiencies and propose and conduct operator training to improve operator output.
- Identifies obsolete (impaired) parts and match them with needs of customers to generate sales opportunities.
- Complete fundamental CSR training in prescribed times and stay abreast of all new product and service offering as well as any additional training that will help maximize chance of success selling to customers.
- Review a variety of reports to generate leads and opportunities to accomplish main responsibilities.
- Required to participate in various customer-facing meetings either as a representative or a support to the representative of the company.
- Communicate, from time to time, with the OEM on goodwill and warranty related issues to expedite resolution to the customers.
- Responsible to follow all Health & Safety guidelines and report any infraction being encountered to maximize having a safe place to work.
CORE COMPETENCIES:
- Customer focused;
- People-person
- Has a mechanical background and interest;
- Working knowledge of computers and Microsoft software;
- Demonstrates a history of; self-motivation, self-disciplined, strong time-management skills, team player, able to take and execute direction for management, able to multitask
EDUCATION/ TRAINING:
- Has a mechanical background and interest;
- Minimum of 3 years in either of the following fields (or combination of): technical, heavy equipment, parts & service, sales, after-sales.
PARTICULAR CONDITIONS & REQUIREMENTS
- Regular working hours
- Travelling 90%, job is mostly on the road
- G level Driver’s Licence
HEALTH AND SAFETY:
It is our expectation that all Nors Construction Equipment ST Employees will conduct their work in a safe manner, abide by all Nors Construction Equipment ST safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors Construction Equipment ST employees will be required to report any and all incidences/accidents/near misses according to company policies.
Nors Construction Equipment ST is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.
Nors Construction Equipment ST will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors Construction Equipment ST will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.
