Facilities Service Representative

Reporting to the Director of Sales and based in the Shakopee, MN office, the Facilities Services Representative is a revenue‑driving role accountable for aggressive growth of Athletica’s aftermarket parts and services business. This position blends inside sales execution with proactive outbound prospecting and selective field engagement to uncover, develop, and close new aftermarket opportunities across an assigned customer base or territory.

This role requires someone who consistently creates demand, converts service interactions into sales, and takes full ownership of revenue performance.

Revenue Growth & Market Opportunities

• Own aftermarket revenue growth across an assigned customer base or geographic territory for Ice hockey, Gym and Seating products.
• Proactively seek new aftermarket opportunities through outbound calling, support marketing campaigns, CRM-driven follow‑ups, and account mining.
• Identify upsell, cross‑sell, replacement, retrofit, upgrade, and service opportunities within existing customer relationships.
• Reactivate dormant or inactive accounts and convert them into recurring aftermarket revenue.
• Leverage service calls, warranty inquiries, and order activity to create new sales opportunities.
• Maintain CRM and internal database system. Some data entry to be expected.
• Proficiency in handling customer escalations and resolving conflicts.
• Execute consistent daily outbound sales activity aligned to growth targets.
• Develop, quote, and close aftermarket products and service opportunities.
• Provide inside sales order desk coverage while maintaining a sales‑first mindset on every customer interaction.
• Maintain end‑to‑end accountability from quote through fulfillment, ensuring accuracy, margin protection, and customer satisfaction.
• Ability to build and maintain long‑term relationships and work cross‑functionally with competing priorities.
• Maintain accurate CRM data including account notes, opportunity stages, close dates, and next actions.
• Ability to analyse customer data, account KPIs, along with usage trends to identify areas of service improvement.
• Generate activity, pipeline, and performance reports to support sales visibility and accountability.
• Conduct routine outbound customer calls and virtual meetings to uncover upcoming needs, projects, and service requirements.
• Schedule and perform customer site visits as needed to identify field‑based aftermarket opportunities and strengthen relationships.
• Represent Athletica at trade shows, customer events, and industry functions to drive pipeline development.
• Take ownership of the customer experience by resolving issues quickly and positioning Athletica as the preferred aftermarket partner.

• Minimum post‑secondary diploma or degree in marketing, business or a related technical discipline with sales and administrative experience
• Evidence of formal training or certification in corporate sales, account management and/or customer service methodologies

• Minimum of 5-8 years of Customer Service Experience
• Demonstrated success in driving sales growth in a B2B, B2G or B2C company
• Exposure to Ice or Recreational facility management, sport equipment systems, A/V systems, or building products to try and draw a broader audience of applicants
  
  Advanced computer skills required (Microsoft Office / Windows / ERP Systems)
• Experience in managing customer success programs, customer retention, and upselling strategies

• Strong communication skills both verbal and written (in English, Second Language an Asset)
• Excellent organizational skills and attention to detail.
• Strong interpersonal and communication skills both written and via all types of technology platforms.
• Results‑oriented, self‑motivated individuals with a strong sense of initiative.

• Operates within established guidelines and escalates issues as appropriate.
• Evaluated based on attainment of sales objectives critical to the company’s success.
• Regular interactions with other functional department staff heads and internal stakeholders, as well as external relationships with industry, customers, and distribution employees as required.
• Some travel (Less than 40%) for training, trade shows, conferences, customer, and supplier meetings