Customer Support Rep

Company: WATTS EQUIPMENT COMPANY INC
Location: Manteca
Posted on: February 19, 2021

Job Description:

Promote sales of Maintenance Contracts, Parts, Service, Rentals, and Allied Lines of Watts by use of opportunity calls, direct mailings, telemarketing, and follow-up of leads, recommended repairs, and quotes. Provide direct contact with customers through sales negotiation, presentation of quotations, collecting credit information and collection of receivables; calling on places of business both established as customers and perspective clients in an assigned territory. Act as the primary customer contact for all product support needs by working directly with Watts Service Writers, technicians, parts and rental staff. Meet and exceed aftermarket sales goals as well as provide excellent customer satisfaction. JOB DUTIES/RESPONSIBILTIES

• Sell Planned Maintenance (PM) agreements on a variety of industrial and warehouse equipment
• Sell parts and service repairs generated from the PM service
• Sell rentals of equipment at all times, especially during the off season
• Generate leads for all Watts aftermarket products including rentals and allied lines
• Sell full maintenance contracts
• Prospect customer leads for additional sales and service through mailings, telemarketing, opportunity calls and presentations.
• Maintain 40% or better closing rate on all quotes and recommended repairs in assigned territory
• Explain planned maintenance, full maintenance, and other services available to potential service customers
• Answer customer questions regarding operation safety issues and maintenance intervals
• Follow-up with customers after maintenance and repairs to increase customer satisfaction and retention
• Keep Management informed of any problems involving the Service, Parts or Rental departments
• Maintain personal grooming and reps' standards in accordance with Watts policies
• Follow-up on completed repairs to make sure they have been done in the correct manner and that the customer is satisfied with the work performed. Maintain VOC program at or above national average
• Meet and exceed sales objectives established by Management
• Address complaints to management regarding departments, Parts technicians, Service technicians, attitude, appearance, and workmanship to ensure 100% customer satisfaction
• Write and submit contact reports with customers in a timely manner
• Complete Watts Accident report form for all accidents involving Watts or Watts customers
• Maintain current up to date product knowledge at all times The requirements listed below are representative of knowledge, skills and/or abilities required, but not limited to items listed below.
  • College degree or equivalent combination of education and experience.
  • 3-4 years progressively related experience.
  • Demonstrated expertise in sales/customer service capacity gained in previous positions.
  • Detail oriented with strong organizational skills
  • Ability to shift priorities in a changing environment.
  • Ability to work under pressure, handles changing priorities, to be self-motivated with good business judgments.
  • Ability to speak, read and write English articulately about materials handling and services
  • Must have professional and neat appearance.
  • Ability to accurately communicate effectively.
  • Must be super-organized, determined, and confident
  • Will need to establish a habit of professional improvement through continuing education in sales, industry knowledge, computer skills,interpersonal communication and general business training
  • Ability to use a computer is essential, (MS Work, Excel)
  • Clean DMV Record. Post offer drug screening. PHYSICAL REQUIREMENTS Sitting/Standing/Walking
    • Approximately 70% is spent driving motor vehicle & industrial equipment.
    • Approximately 20% is spent seated at a desk, working on the telephone or at a computer terminal
    • Approximately 10% is spent standing, walking, squatting, or moving about in the field. Speaking/Hearing
      • Clear diction, correct grammar and acute hearing are necessary for effective communication with clients, vendors, management and employees. Vision
        • Corrected vision close to 20/20 is necessary to effectively use computer screens, drive equipment and vehicles.
          
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Keywords: WATTS EQUIPMENT COMPANY INC, Manteca , Customer Support Rep, Other , Manteca, California