Technical Support Representative Jobs in Raleigh, NC

PRIMARY FUNCTION:

Represent GPLS as a Leader in Providing Products and Services.  Establish the Lift Systems Division as an aggressive distributor for Material Handling equipment products and services that enhance safety and productivity in our customers' workplace.  Maintain adequate contact with existing customers while aggressively seeking new customers.

ESSENTIAL DUTIES:

• Maintain a professional and proper personal appearance at all times adhering to company policy.
• Address Customer complaints in accordance with Company Policy and advise management promptly of any situations beyond your scope and authority.
• Be the liaison between the customer and the source of the concern
• Insure the discrepancy is properly communicated to the appropriate manager.
• Follow-up promptly to insure customer satisfaction is obtained
• Maintain the Business (CRM) Customer Management Relationship System in accordance with Company Policy
• Complete call reporting, calendar of appointments, and synchronize with the DBS system in a timely manner.
• Responsible for the sale of all product support offerings within an assigned geographical territory and/or assigned accounts.
• Maintain adequate contact with existing customers while aggressively seeking new customers.
• Establish a Call Par Value for every assigned account and document in the Company CRM.
• Accounts are assigned based on two (A, B, C, D) qualifying criteria's.  One based on current sales volume and One based on potential sale per Machine Population factors.
• Fully utilize all promotional materials and programs to increase sales assisting management with determining specific customer needs and preparing materials in a professional arrangement to match the customer's needs.
• Maintain commission reporting with all required data being updated consistently and accurately on a monthly basis.
• Assist the Credit / Finance Department with setting up new accounts and the collections of past due accounts.
• Prepare and submit accurate service and parts quotes to management for pricing approval in accordance with Company processes and present to customers for acceptance.
• Maintain a thorough knowledge of territory activities including sales awareness, truck population, sales history, and competitive activities.
• Generate or assist in the sale of Full and Planned Maintenance Agreements.  Complete all required documentation for enrollment, application surveys, and agreement or contracts in accordance with current Company policy and procedures.
• Identify and communicate sales leads to/for other Divisions and Departments utilizing the Lead Management system.
• Regularly and on time submit an accurate record of business expenses for reimbursement.  Targeted for the 25th of each month.
• Stay up-to-date with emerging technologies related to our product mix and with current methods and philosophies of material handling.
• Attend all scheduled sales training or meetings and participate in trade show or special customer events.
• Perform quarterly inventories of parts consignments as assigned by territory.
• If Company vehicle is provided: Through proper scheduling, Deliver Parts and Hand Pallet Jacks as requested by Parts, Service, and Sales Departments.  Maintain the vehicle in a clean an orderly fashion at all times.
• Assist the Sales Department with the new equipment delivery process and enrollment of rental equipment into the system by procuring necessary data.
• Assist in the delivery and presentation of quotes prepared by the Parts and Service Operations Departments to existing customers with PM agreements and/or house accounts.
• Adequate visitation of existing PM Customers and house account customers assigned to satisfy PAR guidelines promoting good customer relations
• Investigate Equipment Accidents and complete Manufacture Accident Reports.
• Participate in the delivery of New Machines sold, and perform all delivery functions of equipment shipped into territory by National Accounts.

MINIMUM REQUIREMENTS:

Education

• Four (4) year business/marketing or similar degree from an accredited college; or a high school graduate with off-setting years of technical or sales related background.

Desired Work Experience

• (Described above)

Physical

• Must be able to clearly communicate in person, by phone and in writing with customers.
• Must have energy and stamina to work extended daily hours usually averaging 9-10.
• Can travel for extended periods daily with occasional overnight stays.

Other

• Must be able to present business information on a one-on-one or group basis.
• Must have a valid appropriate state driver's license with acceptable driving record.
• Have strong time management skills
• Must have basic PC skills in Word, Excel, and PowerPoint.

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.