Product Service and Support Rep

  JOB POSTING Internal Terex employees applications

will be accept from:

07/21/2006 to 08/03/2006

 

 

 

Position Title or Job Classification:  Product Service & Support Rep

 

Business Unit:  Terex Roadbuilding

    277

 

Shift: Day shift

 

Location:  Oklahoma City,  OK

 

Activity at Location:  Manufacture of Heavy Road Equipment

 

Work Eligibility: Eligible to work in the US

 

Relocation: Not Required

 

Reports to: Product Service and Support Mgr

 

Position Description:

 

Under the direction of the Manager, Product Support, the Product Service & Support Representative is responsible to develop and maintain favorable relationships specifically, but not exclusively, with those Terex' distributors and customers defined as having a high potential in a manner which will foster company growth, promote profitable sales, convey a positive, professional company image and protect our position in the marketplace.

 

Dimensions:

 

In accordance with the goals, policies, and procedures of Terex Roadbuilding, the Customer Service Representative is responsible and accountable for the following essential functions, and other duties as directed that correspond to the overall function of this position.

 

Duties and Responsibilities:

 

1. Maintain technical knowledge of Terex products to include applicability or possible modifications to meet customer needs in solving their equipment problems or parts requirements.  Develop and maintain an understanding of competitive products.

 

 

 

 

 

 

2. Provides analysis and interpretation of customer requirements. May address complex product performance issues or product problem resolution using various resources. Works with company employees, channel partners and customers to develop their knowledge, acquire information and improve customer satisfaction.

3. Interfaces with sales staff, engineering, channel partners and other customer service and support team members to provide accurate data and analysis to improve product market intelligence, product performance and improve product support processes and /or interfaces to support and promote sales activities on specific products. May identify and coordinate activities that support strategic partnership allegiances with key accounts or affiliated companies.

4. Interprets and supports product warranty and or product improvement programs. May develop and deliver training or new parts marketing programs. May provide technical expertise to resolve issues.

5. Provides support to product, parts, or services through phone, internet systems or field reports.  May occasionally travel regionally or internationally.

6. Provide personal training and technical support for distributors and customers. Travel to customer or distributor?s place of business to familiarize operators, mechanics, and company representative on proper safety, operation, and maintenance of Terex Roadbuilding equipment.  Assist with customer issues, demonstrate new machinery to potential customers, assist with new machine start-ups when customer takes possession of machine, and explain proper techniques for new applications.  Diagnose equipment issues and repair machinery in the field or trouble shoot by telephone.  Assist customers with reviewing the correct parts for their machines.

7. Report repetitive problems on machines to appropriate Terex Roadbuilding departments.  Inform Terex Roadbuilding departments about improvement customers make or suggest.  Review publications and updates or engineering modifications for all products.  Maintain orderly work area at customer site. Maintain designated work areas in a safe, clean, and professional manner. Detect and report improperly operating equipment.  Assist new employees of the corporation with orientation to their position, learning key support systems, policies, procedures, and personnel.

 

8. As directed, services accounts for other Product Service & Support Representatives during vacations, illness or other periods of absence.

 

Measures of Accountabilities:

 
Knowledge of mechanical, hydraulic and electrical systems required.
Demonstrated sales and support skills.
Knowledge of mobile equipment products and services.
Knowledge of products, customers, markets and competitors.
Knowledge of Terex equipment / road building industry
Good interpersonal, negotiation and conflict resolution skills.
Extensive travel required

 

Contacts:

 

TRB management, including Customer Service & Support Support, Manufacturing, Sales and Marketing Departments; Terex and subsidiaries worldwide, distributors/customers, vendors; other divisions and manufacturing units of Company, industry personnel and trade organizations, under supervision of Manager Customer Service

 

Supervision: Reports to Manager, Product Support

 

 

 

Education/Experience Required:

? Must have equivalent to a high school diploma/GED plus broad training in a specialized or technical field equivalent to an associate degree (2 year technical college) or a broad shop background in a recognized trade or craft equivalent to an accredited apprenticeship (i.e., use of complicated drawings and specialized knowledge of manufacturing methods, etc.)

? Experience working in customer service or related customer-oriented environment.

? Experience with regular customer contact, knowledge of distribution network and broad product knowledge.

? A broad background of our business from a marketing and manufacturing/engineering perspective.

? Technical experience with Terex machinery and equipment.

? Sound mechanical aptitude.

 

Knowledge and Skills Required:

 

? Knowledge of construction equipment industry and products.

? Ability to organize accounting, business and operational statistical information.

? Analytical ability and the ability to understand parts marketing, advertising, sales, inventory and administration needs and develop reporting of such activities.

? Ability to use PC with Windows based software. (Excel, Word, PowerPoint, Access) and TRB business system.

? Motivational and communications skills as well as ability to interact with all levels of people.

 

 

All duties and requirements are essential job functions.

 

 



Contact Information:  Apply on line or contact, Laurie Hess,