Date Posted: 02/24/2023

The Customer Support Advisor (CSA) promotes and increases parts and service sales by establishing promising business relationships with existing as well as prospective customers in regards to parts and service sales. The CSA builds customer relationships by traveling to customer locations to perform follow-up activities on complete goods, parts and service sales, address customer concerns, promote aftermarket sales, furnish technical support where applicable and collect profiling information in order to enhance the customer experience. The CSA works closely with the Service Manager and Parts personnel in order to provide accurate and timely quotes as well as follow-up on all accounts.

1. Markets parts and service sales such as extended warranties, maintenance plans, machine inspections, overhauls, standard job quotes, and special parts promotions.
2. Performs follow-up calls at customer locations on complete goods and major parts and service, and identifies opportunities in unmet needs, wants, and concerns.
3. Addresses customer concerns and resolves problems effectively and satisfactorily.
4. Maintains product knowledge by participating in training and educational programs, and provides great customer service and technical assistance as needed.
5. Profiles customer's machines, vehicles, and demographic information.
6. Prospects for new accounts, including Independent Rental Companies and Original Equipment Manufacturer distributors.
7. Participates in product presentations at customer clinics, expositions, and meetings held outside the dealership.
8. Assists the Sales department with after sales calls to ensure equipment operates to the customer's satisfaction.
9. Conducts undercarriage appraisals and submits quotes (approved by Service Manager) to customers for repairs/replacement.
10. All other duties as assigned by supervisor and/or Senior Management
    

HS Diploma
Additional 2 years school

1. 2+ years experience in a construction equipment role with involvement in activities such as sales, service, training, or other related work.
2. Good understanding of equipment operation and mechanical function.
3. Must demonstrate excellent verbal and written communication skills and have the ability to communicate and present in person, in writing, and on the telephone effectively with both large and small groups in English.
4. Excellent customer relationship skills with ability to satisfactorily resolve customer concerns.
5. Strong teamwork and interpersonal skills.
6. Good understanding of Microsoft Office and general computer skills.