Customer Support Manager (CSM) Major Accounts Quarry

Job Details

Job Location:

Little Rock - Little Rock, AR 72209

Position Type:
Full Time

Education Level: 2 Year Degree

Travel Percentage:
Up to 50%

Job Shift: Day

Job Category:
Sales

CSM Objective:

The objective of this CSM position is to deepen the enterprise relationship with identified target Major Accounts in the Little Rock, Arkansas territory. To provide an additional level of "hands on" customer support to minimize downtime and operating costs for machines sold by Power Equipment Company (PECO) which are operated by these customers, and, ultimately, to grow product support revenues generated from these target accounts for PECO.

The focus of this position shall be on these target companies and developing a thorough understanding of their applications and how the products supplied by our vendors for these applications can be best utilized.

The CSM will be expected to achieve a level of expertise enabling him to perform startup, demonstration, and diagnose operational application issues. The CSM is expected to become a liaison with the customer and PECO personnel in an effort to be proactive in expediting solutions to issues and support customer planning. The focus of the CSM will be to build relationships with job foremen, crew superintendents, and other operations personnel of the targeted accounts in order to be a resource for these individuals and provide assistance needed to help them minimize downtime and operating costs associated with machines sold to these accounts by PECO.

The CSM functions are in addition to, not in lieu of, normal customer contact and functions performed by existing CSR personnel of PECO. The CSM will also occasionally work with our manufacturers we represent to obtain relevant information to facilitate necessary product support. He should be perceived by these suppliers to be our "subject matter expert" on all issues related to the equipment and application in these major account operations.

• Develop & Maintain excellent customer relationships, i.e.:
  External, Internal.
  • Develop and maintain relationships with proper customer personnel.
  • Coordinate communications between PECO, Customer Technicians, Superintendents, and Manufacturers on potential problems or issues, and provide guidance on and, if applicable, estimates/quotes for appropriate corrective measures.
  • Take ownership of targeted Major Account Customer issues and follow-up through closure of issues.
  • Ensure that targeted Major Account Customers within PECO territories are familiar with available PECO product and service offerings.
• Develop & Maintain excellent customer relationships, i.e.:
  External, Internal.
  • Develop and maintain relationships with the appropriate customer personnel.
  • Coordinate communications between PECO, Customer Technicians, Superintendents and Manufacturers on potential problems or issues, and provide guidance on and, if applicable, estimates/quotes for appropriate corrective measures.
  • Take ownership of targeted Aggregate and Quarry industry Customer issues and follow-up through closure of issues.
  • Ensure that targeted Aggregate and Quarry industry Customers within PECO territories are familiar with available PECO product and service offerings.
• Perform Machine / Component inspections at regular intervals.
  • Visit targeted Major Account Customer jobsites to observe, inspect machines and record information into CRM.
  • Be familiar with Customer machines & applications.
  • Keep customers advised of their machine’s condition or future component replacements by utilizing computer based tracking tools such as Component Forecasting.
• Perform Machine / Component inspections at regular intervals.
  • Visit Aggregate and Quarry industry Customer jobsites to observe, inspect machines and record information into computer database.
  • Be familiar with Customer machines & applications.
  • Keep customers advised of their machine’s condition or future component replacements by utilizing available computer based tools such as mykomatsu.
• Create / maintain CRMseries to reflect accurate and current machine information for targeted Major Account Customers.
  • Machine files are to reflect make, model, serial number,…