Customer Support Representative – General Line

Job Posted: October 17th, 2021

Location: Altoona, Iowa, US

Ziegler CAT has an opening for a Customer Support Representative. The Customer Support Representative’s primary job function is to promote and sell company parts, service, and technology capabilities by calling upon our existing customers and generating new leads for future business. They also coordinate the shop work flow up to and including ordering parts, communicate with our customers, process work orders, and schedule appointments. Must organize and facilitate machine demos working directly with all sales personnel, assist in proper machine set-up, and have thorough knowledge of products. This individual will also conduct product training for customers and branch employees.

Responsibilities:

  • Promotes and sells Caterpillar and heavy equipment parts and company service capabilities; inspects customer heavy equipment; develops proposals and estimates; prepares and delivers quotations; develops and sells annual maintenance contracts
  • Plans daily sales calls itinerary; makes sales calls on existing and prospective customers; monitors/updates call lists and manages customer database (Sales Link)
  • Follows up with the customer to ensure that the company has met their needs (the service repair is complete and done to the satisfaction of the customer.)
  • Maintains good customer relations; intercedes to solve problems and disputes; look for ways to enhance customer relations within scope of the company mission statement
  • Resolves customer issues both within and out of the direct sales process
  • Answers customers' questions about parts and service prices, availability and credit terms
  • Sells value through cost improvement by submitting cost improvement proposals to our customers
  • Understands the competition to maintain the company’s competitive edge
  • Instructs the service department personnel regarding established repair times and expedites parts orders
  • Coordinates vehicle transport and schedule appointments
  • Communicates and works closely with Sales, Service, Parts and Caterpillar personnel to ensure customer satisfaction
  • Works in a cooperative manner with customers, team members and superiors
  • Meets and responds to the needs of assigned customers in a professional and timely manner
  • Works closely with the Service Writer and Service Manager to open and close work orders, manage SWIP, review work orders for accuracy, manage parts, labor and misc. charges
  • Maintains and keeps current customer equipment inventory using CRM
  • Logs future customer maintenance; keeps up with new products and developments that are relevant to our customers

Qualifications:

  • 2 year degree required; 4 year degree is preferred, but not required depending upon the level of experience
  • 2+ years of outside sales experience in the construction field
  • Strong mechanical aptitude & familiarity of the construction industry
  • Excellent communication and customer service skills
  • Clean driving record
  • Personal Attributes: Achievement Orientation, Consideration for others / Empathy, Planning and Organization, Problem Solving, Teamwork

Travel:

Up to 75% travel

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