Recherche d’emploiSpecialist Aftermarket
DESCRIPTION:
A big reason why Boyd CAT has been able to thrive for over a combined 150 years is our people. Each day, our team strives to adhere to the core values of safety, enthusiasm, respect, velocity, integrity, commitment, and excellence that have sustained our company through the decades. Our focus is to hire the most qualified applicants, provide them with the tools and training they need to succeed, and support them throughout their careers.
The Aftermarket Specialist plays a key role in the development, management, and implementation of aftermarket marketing strategy through data analysis, marketing journey creation, and product knowledge. The role will be responsible for creation, alignment and reporting of leads funneled to and through the marketing department. Furthermore, this individual will also work with the Aftermarket Retail Manager to align leads with ISR strategy. The ultimate goal of this position is to funnel all Aftermarket data and lead types through one individual, who works to align with current strategies and prepare data for future strategy implementation.
REQUIREMENTS:
- Bachelor’s degree or equivalent industry experience
- Minimum 2 years’ experience
- Excellent interpersonal skills, and written and verbal communication skills
- Able to communicate with team members and customers
- Good working knowledge of computers, spreadsheets, word processing programs
- Highly self-directed
- Ability to work independently or in a team environment with rapidly changing priorities and demands
- Travel to branches or other locations as required to perform assigned duties
- Maintain a valid motor vehicle operators' license
- Maintain a high degree of discretion in handling confidential/sensitive information and exercise initiative in all assigned areas, high integrity and accountability standards
- Assist work team to meet the objectives of the department and the Company
ESSENTIAL FUNCTIONS:
- Monitor Sales to Users (STU) data
- Communicate with the STU and Opportunity Lead Generation Analyzer (OLGA) deployment consultant for any changes/updates to dealer rules captured during the STU validation workshop
- First point of contact at the dealership for the following:
- Caterpillar identifies an anomaly with STU data. STU specialist will be asked to bring in appropriate dealer contacts to conduct root cause analysis, or support efforts to research data gap
- Follow-up on dealer-owned STU issues. STU specialist may be asked to provide status updates or estimated time to resolution for a dealer-owned STU issue
- Follow-up on dealer changes to STU data (categorization, CIC code changes etc.)
- In the event there’s an opportunity to test a STU enhancement or an ask to do a deep dive on a particular category of STU, the STU specialist will be the first point of contact
- Participate in Lead & Opportunity Management webinars. Support OLGA and STU related process improvement or data health initiatives. Share feedback and voice of dealer
- Centralizes PSE Sales and Marketing Communities access requests. (Responds to support emails approving or denying dealer access requests based on guidelines
- First point of contact for functional and technical support within the Dealership
- Initiates CRM Connection/API issue escalation with the dealer’s IT team
- Submits user support tickets via the user support case tab within the Prioritized Service Events (PSE) communities, for any system issues; and, via the SharePoint for PSE enhancements/bugs
- Reviews and processes PSEs on a regular basis. Assigns opportunities into the sales funnel or works closely with the sales management team to ensure that PSEs are being actioned-on through the different funnel stages
- Responsible for following up on any aging open opportunities, directly with the PSSRs/ISRs or collaborating with Marketing & Sales leadership
- Monitors & takes corrective action on incorrect usage of PSE closure/rejection reasons provided by sales team member(s)
- Participates and provides insights in weekly/monthly Sales Funnel review with the sales teams.
- Has deep understanding of PSE methodology and can train others
- Ensures key roles are trained to use systems and tools to manage PSEs effectively
- Collaborates with other key roles in the dealership that leverage PSE (i.e., Marketing Analyst, Marketing Manager, Product Support Specialist, Sales Teams)
- Analyzes PSE data available in the community to identify opportunities and areas of focus (data mining, correlation with other systems). Supports the development of programs to target opportunities identified from PSEs
- Has a deep understanding of PSE parameters and can analyze dealer PSE data to, along with the product support sales managers, identify areas of improvements by adjusting PSE Parameters
- Participates in Aftermarket Opportunity Management foundational and advanced training, and Lead and Opportunity Management monthly webinars
- Responsible to ensure dealer ERP is maintained and updated based on PSE closer reasons related to customer and equipment population
- Recommend to manager ideas to improve the departments operating procedures or business practices and participate in and support continuous improvement of all related activities and processes
- Project a positive image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner; display a professional attitude; comply with company dress code
- Create and maintain good communications (verbally and in writing) and relationships with other Company departments, branches, employees, outside vendors, and customers by addressing and resolving concerns quickly
- Follow all work, safety rules, and procedures
- Perform other duties as necessary and assigned
BENEFITS:
- Full-Time W2 Employee with bonus potential
- Full benefits including Medical, Dental, Vision, Disability, and Life Insurance
- Wellness Program
- Flexible, hybrid work environment
- Paid time off
- 401(k) savings with Company Match