Product Support Representative (PSR)

We are seeking a personable, highly motivated, reliable, ethical, and adaptable Product Support Representative to support customers at jobsites and within the Parts Department. The ideal candidate will be a strong problem solver with excellent selling, customer service, and interpersonal communication skills.

The role requires the ability to operate a computer, drive a vehicle, operate a forklift and overhead crane, and work effectively in customer jobsite environments. The position involves frequent standing, walking, climbing, bending, twisting, squatting, crawling, pushing, pulling, lifting, and carrying parts weighing approximately 5–100 lbs. The individual must be available on call 24 hours a day.

Key Responsibilities

• Report to the Product Support Manager regarding job responsibilities and assignments.
• Promote company products and services.
• Handle parts ordering at customer jobsites and expedite backordered parts.
• Assist customers in identifying their parts needs and obtaining the correct parts.
• Manage customer coverage, retention, development, and satisfaction within the assigned territory.
• Maintain efficient parts-ordering processes and provide excellent customer service.
• Handle customer complaints professionally and diplomatically.
• Ensure customer commitments and deliveries are completed on schedule and communicate delays promptly.
• Identify opportunities for new markets and process improvements.
• Develop service programs for assigned customers, including maintenance programs, machine repairs, inspections, and oil sampling.
• Conduct and coordinate market and customer opinion surveys.
• Develop and grow market share within the assigned territory.
• Maintain strong and professional customer relationships.
• Complete required customer call reports according to company procedures.
• Monitor competitor sales and market positions.
• Conduct ongoing customer surveys to understand current and future needs.
• Maintain and regularly update customer and equipment population lists, including model numbers and customer names.
• Follow all company policies, procedures, and safety requirements.

Secondary Duties

• Assist with annual physical inventory activities.
• Provide parts information and support to other department personnel.
• Assist mechanics with machine inspections and enter collected information into the appropriate system.
• Provide backup support at the Parts Department front counter as directed.
• Assist with warehouse activities, including stocking parts, handling freight, and processing stock transfers.
• Provide backup support to the Product Support Manager when needed.
• Perform other duties and responsibilities as assigned.

Qualifications & Requirements

• Strong sales, customer service, and interpersonal communication skills.
• Excellent problem-solving and organizational abilities.
• Ability to work independently and adapt to changing customer and jobsite conditions.
• Ability to operate a computer, vehicle, forklift, and overhead crane.
• Ability to lift and carry parts weighing up to 100 lbs.
• Comfortable working at customer jobsites and in warehouse/parts department environments.
• Willingness to be available for 24-hour on-call support.
• Strong attention to detail, reliability, professionalism, and customer-focused attitude.
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