Product Support Service Representative (PSSR) gLOBAL GrADE 10

Key Outputs

• Build productive, professional relationships and strategic partnerships with key personnel in assigned Key Account customer accounts.
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Consult with Key Account customers about equipment life cycles, maintenance and replacement budgets and other solutions that will lower their owning and operating costs and support customer success.
• Assist with quotes for parts, service, and equipment management solutions.
• Understand the full range of the dealership’s product offerings and how they are intended to meet business and customer needs.
• Responsible for marketing after sales products and services.
• Liaison between Barloworld and Key Customer accounts.
• Business planning and budgeting planning.
• Where possible inspect all failed machines/components/parts with Technical Rep and advise/train/educate customers accordingly.
• Use Salesforce to load all sale opportunities, customer meetings and calls, and machine inspections.
• Compile and submit a monthly report with forecasts attached to management.
• Complete machine inspections and undercarriage inspections as per required targets.
• Forecast undercarriage replacements and advise the customer.
• Discuss machine and undercarriage inspection reports regularly with customers.
• Responsible for selling Caterpillar marketing initiatives.
• Parts quotations followed up and converted into sales.
• Promote part sales through service.
• Achievement of targeted budget and effective expenses management.
• Achievement of operations and customer monthly KPIs.

Qualifications, Experience and Competencies

• Matric/Grade 12.
• Qualified diesel/earthmoving equipment mechanic (or equivalent qualification).
• 5 years Caterpillar experience as an artisan.
• B. Tech Sales/Marketing Diploma or Certificate – preferable.
• Workplace competencies in business development skills and knowledge.
• Sound business communication skills (managerial and technical report writing critical in role).
• Sound technical knowledge of product brands.
• Basic financial management skills.
• PC and Microsoft Office knowledge.
• Behavioural competencies: relation skills.
• Problem solving.
• Analysis and attention to detail.
• Listening, influencing, and negotiation skills.