Peterson Power Systems has a need for a Product Support Sales Manager who will be based at our Hillsboro, OR location.
SUMMARY
This position is accountable for the development, marketing, and sales of service products. This includes responsibility for planning, staffing and execution of the work that results in an effective sales and marketing organization for the entire assigned territory. This position is also responsible for the account management of TEPS dealers (Truck Engine Product Support) and executing to the Cat TEPS work plan.
ESSENTIAL JOB FUNCTIONS
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.
Develop and retain effective product Support Representatives (Includes both PSSR’s and ISR’s): Provide coaching, mentoring and development of the human resources within product support sales development. Assess the gaps in the skills and competencies Product Support Reps require to fulfill their assigned roles and responsibilities. Develop action plans that will close the gaps and measure performance as the means to seek continuous improvement in the work process. Accountable for assignment of individual accounts to PSSR’s and ISR’s. Develop productivity measures for PSSR AND ISR’s performance and make staffing decisions to assure optimum account coverage.
Develop and direct parts and service merchandising programs: Management and leadership responsibility for segmenting customers according to their needs, developing the value propositions and corresponding service products that meet those needs. This includes responsibility for developing the work processes and key performance measurements that lead to the fulfillment of those needs in terms of price, quality and turnaround time. Responsible for developing proposals that specify the scope (quality), price (meeting margin objectives), and turnaround. Price is based on the value delivered to customers and provides a return commensurate with Peterson’s risk. Factory and dealer sponsored sales contests involving PSSR’s are managed so that all goals are reached.
Ensure good customer relations and good relations with other corporate departments: Good relations and communications exist to provide for the team spirit with other corporate and regional departments. Accountable for continuously improving customer and employee satisfaction. Develop/modify service products in response to validated customer needs. Works in a synergistic partnership with Sales Team and Regional Product Support in the development, marketing and delivery of service products to Peterson’s customers. The General Service Manager and/or Product Support Managers are assisted in resolving customer disputes as requested.
Manage product and sales training for PSSR’s and ISR’s: This training includes New Products, Sales Techniques and Target Accounts. Working in partnership with new unit sales, responsible for developing account management teams that grow assigned accounts. Business unit personnel are used in training efforts as appropriate. PSSR’s and ISR’s are scheduled in company training as appropriate.
Collect and analyze parts and service marketing data: Regular reports are submitted to management showing customer metrics appropriate to business unit. Prepare the “break even” and “return on investment” analysis to demonstrate expected returns. Accountable for meeting Customer Support market share and sales objectives. Competitive activity is monitored and reported. Customer surveys are conducted on a regular basis. New market opportunities are defined and presented to management.
National or Strategic Account Responsibility: Depending on Business Unit and location, this position will have responsibility for the sale of product support services for a strategic account or accounts. Develop and maintain relationships within the national or strategic customer’s internal team and key stakeholders to be the face of Peterson and Caterpillar. Collaborate with customers acting as a consultant to provide product support including preventive maintenance, problem solving and help them succeed in their business. Solve customer product support problems by applying mechanical and electrical principles to customer challenges by finding the appropriate solutions using innovative solutions when appropriate. Develop additional sales opportunities with the customer.
QUALIFICATIONS
Bachelor's Degree from a fully accredited college in Business or other closely related field; and a minimum of three to ten years of directly related experience as manager in sales or parts, preferably in a heavy industrial environment; or an equivalent combination of education and work experience. Time as a PSSR is highly desired. Must be able to travel up to 35% of the time.
CERTIFICATES, LICENSES, REGISTRATIONS
Must possess a valid motor vehicle operator’s license, with an acceptable driving record and have access to reliable transportation.
