Customer Support Representative

Location: Saint-Augustin

Brand/Division: Construction Equipment

tractor

Strong People. Strong Brands. Strong Commitments.

Since the 1940’s, Strongco Corporation of Canada sells, rents and services mobile equipment from manufacturers with globally recognized in sectors such as Volvo, Case, and Manitowoc Crane. Strongco has approximately 500 employees servicing customers from our Canadian branches. At Strongco, you can expect an exciting and rewarding career.

Summary:

The Customer Support Representative (CSR) is responsible to increase sales, profitability and market share with our customers for parts and service. He or she must provide an increased level of customer support and a high level of customer satisfaction to improve customer retention and increase confidence, providing Strongco an edge over the competition.

Duties and

  • Responsible for growing parts and service sales within an assigned territory
  • Care & machine Inspections / Undercarriage & wear parts measuring
  • Customer Operator familiarization training
  • Visit customer sites to increase sales in parts and service
  • Act as a liaison between the customers and the parts manager and/or service manager and/or branch manager to provide information about customer problems and complaints as well as service requirements and opportunities
  • Sell and support specific promotions and items to customers within assigned territory
    • Quarterly manufacturers parts promotions
    • Rebuild components including engines, transmissions, cylinders differentials, struts and pumps
    • Machine refurbishments / Midlife overhauls
    • Used parts
    • Attachments (new and used) including buckets, brooms, thumbs, etc.
  • Responsible for monitoring customer parts and service trends and coming up with corrective action as required
  • Build and maintain customer relationships, the Strongco Brand (image) and Vendor Brands
  • Identify customer targets for increased growth opportunity for sales and service
  • Call on customers at the time they purchase or rent equipment to provide them with training assistance, and offer maintenance services
  • With the parts and service managers’ guidance, provide the customer with technical, pricing and availability in the form of written quotations for large repairs
  • Call-on customers to follow up after major service repairs to ensure customer satisfaction
  • Participate as requested in customer outings, events, demos, and trade shows
  • Promote by attitude and action Strongco’s intent to provide superior customer service
  • Maintain a clean, neat appearance that promotes the company’s positive image
  • Train customers in the proper use of parts manuals, Caretracks, Parts on-line and diagrams as required
  • Assist with Machine Condition monitoring – such as Oils analysis
  • Work with Manufacturers representatives as required
  • Attend company sponsored training
  • Act as Liaison between Customers, Strongco and Manufacturers
  • Establish effective territory coverage
  • Weekly Call reporting
  • Weekly planned itinerary
  • Annual planned objectives and targets

Procedural Responsibilities:

  • Care Tracks will be reviewed to look for opportunities to sell service items to improve the customers equipment ownership experience. These may include wear parts, components, extended warranty and training. Plan Itinerary for each day based on Care Tracks and sales territory requirements
  • Establish 10 existing customer targets for growth
  • Create plans for above & execute plans as approved
  • Establish 10 existing non-revenue generating customer targets for acquisition
  • Create plans for above & execute plans as approved
  • Complete call reports daily and submit weekly
  • Call customers to ensure CSI surveys are complete
  • Complete and submit expense reports on a bi-weekly basis
  • Contact office a minimum of 3 times each day to maintain communication
  • Advise management of any changes within customer territory
  • Maintain customer files including profiles, contacts and equipment listings
  • Care inspections
  • Matris report reviews
  • Set up of customers on Parts Online
  • Set up of customers on Care Tracks
  • Machine orientation/familiarization and operator training
  • TM&R/PM quoting through vendor tools such as RMC

Knowledge, Skills, and Abilities Required:

  • Has excellent communications skills
  • Strong time management skills
  • Strong closing skills
  • Demonstrates ability to solve customers’ problems
  • Sees customer complaints as an opportunity not just a problem
  • Has a “backbone” - sells on value not just on price
  • Has familiarity with construction equipment
  • Has familiarity with the industries in which we work
  • Has general knowledge of dealer systems
  • Can work effectively with those who will support the position within the dealership (Service, Parts Sales, and Credit personnel)
  • Has strong ethics, is honest and has integrity

Education/Training:

  • Has a sales/marketing certificate/degree
  • Has a mechanical background and interest
  • Has working knowledge of computers and Microsoft software

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of associates assigned to the job.

Are you ready for Strongco?

Get a competitive wage, a solid benefits package, great training, and a career progression while being part of the most skilled talents.

How to Apply:

  1. Send resume to jobs@strongco.com
  2. Click on APPLY NOW button
  3. Facebook, LinkedIn, Twitter will redirect to APPLY NOW

Only those candidates selected for an interview will be contacted.

“Strongco is an Employment Equity Employer”

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I understand that completion of this form does not guarantee employment. I certify that the information provided on this application (and accompany resume, if any) is true and complete to my knowledge. I accept that any false answers or omissions or the receipt of unsatisfactory references may disqualify me from employment or cause my dismissal. I also authorize the investigation of all statements included in this application and the obtaining references and release from all liability or responsibility all persons and corporations requesting or supplying information. Further, I understand that any employment offered is for no definite period.


Strong People • Strong Brands • Strong Commitments