Customer Service Rep 2

Position Summary: The primary function of the Customer Services Representative is to increase parts and service sales to new and existing customers.

Preferred Qualifications: Individual with an Associate degree (A.A.) or Technical School Certificate or equivalent and eight years of related field experience or project management in Power Generation field service.

Essential Functions: other duties may be assigned.

• Prepares accurate sales and status reports, including activity, closings, follow-up, and adherence to goals; reports on special developments, information, or feedback gathered through field activity.
• Target assigned customers to increase parts and service sales by promoting the entire line of the company’s products/services.
• Sell preventive maintenance agreements for entire line of company’s products.
• Prepares paperwork to activate and maintain contract services; oversees account services through quality checks and other follow-up; identifies and resolves client concerns.
• Submit call reports and performance results through the Sales Management System Customer Relationship Management application (MIDAS).

Other Functions:

• Instruct customers on proper use of equipment.
• Attend customer equipment start-ups.
• Assist with payment collection and customer disputes.

Specific Skills:

• Knowledge of planning and scheduling techniques.
• Ability to create, compose, and edit written materials. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to identify and/or follow up sales leads and referrals.
• Ability to persuade and influence others.
• Ability to gather data, compile information, and prepare reports.
• Ability to analyze and solve problems.
• Knowledge of customer service standards and procedures.
• Ability to utilize advertising and/or sales promotion techniques.
• Ability to utilize computer based applications to manage customer relationships and performance goals.

Company Provided Tools:

• Lap Top
• Cell Phone
• Vehicle Stipend

Specific Job Assessment (Testing) Needs: Personality Profile, IQ

Specific Training Needs:

• AX
• Project Management System (PMS)
• Cat Power Systems (SIS, SIMS, TMI)
• Warranty Training
• Customer Relationship Management (CRM - Midas) Training
• Specific Job Assessment (Testing) Needs: Job Suitability, IQ
• DPC Training – Foundational Certification: EPG Sales Curriculum
• Pre-Requisites for all managers and employees (DPC)
• EPG PSSR Curricula (DPC)
• D3500 Master Mechanic (ILT)
• Cat Electric Power 1
• Cat Electric Power 2
• Cat Electric Power 3
• Electric Power Americas System Curriculum

Education and/or Experience:

Individual with an Associate degree (A.A.) or Technical School Certificate or equivalent and eight years of related field experience or project management in Power Generation field service.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups or employees of organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Skills:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

N/A

Other Skills and Abilities:

• Must be able to travel
• Product knowledge
• Ability to use a computer and software applications

Other Qualifications:

N/A

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.