Product Support/ Technical Service Support - Heavy Equipment

JobTitle:Technical Service Support/ PSSR

Department: Sales

Reportsto:Sales Manager

JobStatus:Full-Time;Exempt

Benefits

• 401(k) matching and profit sharing
• Dental insurance
• Heath savings account
• Health insurance
• Paid time off
• Vision insurance

Summary: The Technical Service Support/ PSSR plays a pivotal role in maintaining and expanding customer relationships by delivering tailored support solutions for heavy equipment. This position involves a strong emphasis on promoting uptime, efficiency, and customer satisfaction through equipment maintenance, parts, service offerings, and technological innovations. It requires the ability to work in diverse environments, from quarries to construction sites, while engaging customers and leveraging technical expertise to deliver superior results.

Essential Functions:

1. Build and nurture long-term customer relationships to promote parts and service sales, maximizing customer equipment uptime.
2. Perform regular site visits to assess customer equipment and operational needs, providing proactive recommendations for service and parts.
3. Promote and sell extended warranties, preventative maintenance programs, and tailored aftermarket solutions.
4. Train and coach equipment operators on efficient and safe machine use to maximize productivity and minimize wear and tear.
5. Conduct training sessions for customers on new technologies, equipment maintenance practices, and advanced operational techniques.
6. Leverage diagnostic tools, telematics, and remote monitoring systems to identify and address equipment issues before they cause downtime.
7. Collaborate with internal service and parts teams to ensure timely delivery and customer satisfaction.
8. Represent the dealership at trade shows, customer events, and other industry functions to strengthen brand presence.
9. Maintain thorough knowledge of the dealership’s product portfolio, including machinery and technology innovations, such as fuel efficiency and emissions-reducing solutions.

Core Competencies

1. Proven sales experience, ideally within the construction equipment or heavy machinery sectors.
2. Working experience with OEM equipment parts, service parts, and diagnostic software used in heavy machinery repair and maintenance.
3. Equipment operator experience, with the ability to train and coach others on proper machine use and best practices.
4. Technical proficiency in diagnostic tools, telematics systems, and CRM software.
5. Strong interpersonal, communication, and negotiation skills.
6. Ability to work independently and collaboratively while meeting sales targets.
7. Valid driver’s license and willingness to travel to customer sites.

Education and Experience

1. High School Diploma or equivalent experience required.
2. College coursework or a degree in business, engineering, or a related field is helpful but not required.
3. Direct experience supporting parts and service operations in the heavy equipment industry is strongly preferred.
4. Familiarity with major construction equipment brands and their service technologies.
5. Experience conducting group and one-on-one training sessions for operators and maintenance personnel.
6. Working knowledge of environmentally focused solutions, including low-emission and fuel-efficient equipment technologies.

Work Environment

1. Frequent visits to customer sites, including aggregate mines, mineral extraction facilities, quarries, and general construction zones.
2. A combination of office work, on-site inspections, and travel within a defined territory.
3. Emphasis on utilizing digital tools, remote diagnostics, and data-driven solutions to enhance customer service.
4. Interaction with a variety of working conditions, from outdoor environments to operator cabins, requiring adaptability and a hands-on approach.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.