Product Support Consultant - Major Accounts

About the role

• Location: Scarborough, ME
• Department: Parts
• Employment Type: Full Time Non-Union
• Work Hours: 1st Shift
• Requisition Number: 16-0114

Position Summary

Product Support Consultants are a key figure in helping keep our customers equipment healthy and productive by selling Caterpillar parts, preventative maintenance and repairs. This field based position is responsible for developing and offering solutions that allow Caterpillar equipment owners to achieve the lowest operating costs possible and minimize machine downtime. This position is based out of our Scarborough location and will be responsible for the following Maine counties Somerset, Waldo, Know, Kennebec, Lincoln, and Piscataquis.

Principal Functions and Responsibilities

• Assist customer in achieving lower operating costs by recommending appropriate service product options.
• Build relationships with key decision makers and promote all available products offered by Milton CAT.
• Primary liaison between customer and Milton CAT in all areas related to product support.
• Coordinate and communicate with the customer, service department, and parts department to ensure exceptional level of service.
• Generate and develop new business to meet business goals.
• Provide customer training on unit operation and maintenance needs.
• Promote, develop and sell maintenance contracts.
• Provide parts and service quotes to customers.
• Coordinates service repairs and parts deliveries.
• Creates and maintains profiles on all major parts and service competitors.
• Reports lost parts and service sales.
• Meet targets for sales, profits, units and close ratios.
• Keep updated machine population in assigned territory.
• Maintain customer account using customer relationship management (CRM) software.
• Answer customer calls during and after normal business hours, including evenings and weekends, as needed.
• Follow up to ensure customer satisfaction.
• Participate in business and trade events; maintain membership in trade organizations.

Education/qualification/experience

• 3-5 years of experience with a heavy duty dealership in a parts or service function required.
• Minimum of an Associate's Degree preferred. Equivalent education and/or relevant work experience may be considered in lieu of an Associates degree.

Skills/abilities

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required.

• Ability to understand the basic dynamics of equipment operation and design, and parts product applications.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to calculate figures and amounts such as averages, percentages, geometry, and statistics.
• Proficient in the use of a computer and related Microsoft software, including CRM.
• Strong written and verbal communication skills.
• Strong problem solving skills and be detailed oriented with a high level of accuracy.
• Perform duties with a sense of urgency, exceeding customer expectations.
• Work with minimal supervision.
• Excellent organizational skills.
• Ability to work after hours when needed to meet customer needs.
• Attend training meetings, which may require overnight stays.
• Valid driver's license and good driving record.

Preffered Skills and Competencies

• Previous selling experience.
• Prior territory management experience.
• Working knowledge of Caterpillar products.
• Previous experience in the construction industry.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties.

• Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered.
• You must apply online.
• Background checks, drug testing, and health assessments are required as part of our pre-employment process.

Additional Information

All your information will be kept confidential according to EEO guidelines.