Job Summary

• To maximise Caterpillar equipment user satisfaction and acceptance for dealer parts and service products.  To assist Caterpillar equipment users in achieving low operating cost through recommending cost effective options and appropriate product support programs.

MAIN DUTIES AND RESPONSIBILITIES

Sell the company’s parts and service programs. Performance will be up to standard when:

• Regular contact is maintained with all major customers assigned / allocated, to ensure that one is aware of all their parts and service needs.
• Close contact with customer results in selling them the company’s part and service repair options.
• Close liaison is maintained with the Parts Sales Manager and Service Operations Manager to be continually aware of the status of work in progress or due in for allocated customers, as well as new services the company offers.
• Close contact is maintained with the Inventory Manager and Parts Sales Manager to be continually aware of our inventory position and new products which may be announced.
• Parts technical information and literature is continually reviewed so as to be current in all areas.
• All lost sales of parts and service are reported in the call reports to the Parts Sales Manager.

Assist in maintaining the Marketing Information System. Performance will be up to standard when:

• A list of allocated customers is maintained and all calls are recorded on the call report form as they are made.
• At least forth-nightly contact is made with major customers, monthly contact with medium size customers  (3 to 9 machines owned), and not less than quarterly contact with small owners.
• The equipment listing of allocated customers in the MIS is accurate and current.

Accurate completion and timely submission of call reports.  Performance will be up to standard when:

• A call report submitted for every call made
• All fields on the call report are completed accurately.
• All call reports must be submitted to the Parts Sales Manager on a daily basis.

Perform Custom Track Service – CTS Inspection Performance will be up to standard when:

• A continual program of undercarriage inspection and follow up is maintained for customers owning five or more pieces of track type equipment.
• Inspection reports are completed accurately and a copy given to the customer.
• When applicable, recommendation and quotation are offered  and followed up to close the sale.
• Inspection of medium and small customers equipment is made as requested by the customer.

Assist in the development of parts-service merchandising program.  Performance will be up to standard  when:

• Ideas and opportunities resulting from field contact are submitted regarding parts and service merchandising.
• Assistance is provided to the Parts Sales Manager in the attempt to conduct clients care meeting as required.
• Parts and Service meetings are attended regularly.
• Customer Service agreement- CSA and Repair options sales target are met.

Product Support programs are promoted including

• Customer Track Service — CTS
• Remanufactured Parts
• Parts Exchange
• Repair option
• Maintain Sales MateriaPerformance will be up to standard when:
• A satisfactory supply of sales reference material (PSK’s) and handouts are maintained within the company vehicle.
• Iron is carried as sales aid to be used during sale presentation to customers.
• The PSSR’s company vehicle is maintained in a clean, organised manner indicative of the quality of the goods and services he represents.
• Achieve Product Support Sales department’s Revenue and other targets.  Performance will be up to standard when:
• Allocated sales target is achieved.
• Debt of credit customers is managed to ensure that they comply with the company’s credit policy.
• Assist in achieving Gross profit target for the Parts department.
• Carryout preventive maintenance on machines and generators as assigned by the field service supervisor as specified in the maintenance practices for the specified machine found in the manuals.
• Advice the client on good maintenance practices for the machine and document all the additional opportunities found on equipment found on customer sites for follow up by the PSSR and the field service supervisor.
• Be able to use Caterpillar ET in troubleshooting and record all the parameters found on the equipment ECM for reference when required as well as be able to interpret the same. If new software is required, must be able to get and use the latest software as specified by caterpillar.
• Be in a position to generate good reports which covers all areas of the repair or inspections which can easily be interpreted and used by the customer, service administrators and all enable for correct costing for the jobs. Report captures – equipment details, hours, SIMS reporting, cause of failure and probable cause and the remedy or solution adopted. The final result has to also be specified, all travel details including hours spent and mileage covered in every area. The reports must be duly signed by the client.
• Be able to research on challenges faced while on the field using available technical resources and contacts and escalate or advice the trainees, field service supervisor and service operations manager and also the training manager on the best practises and training needs if a gap is noticed.
• Keep the tools and vehicles assigned to them from time to time in good condition and also notify the field service supervisor if there is any repairs needed and assist in getting competitive costs
• Identify all the items required for any repairs after any visits or inspections with a broad view on completing the task so that no variations are noticed later
• May be required from time to learn and develop skills on field service operations so that they can be in a position to execute the tasks from time to time for purposes of succession planning
• Perform TA1 inspections using the client inspect tool and submit report to the service supervisor

CONTACTS  CLIENTS

• Mining Companies
• Group Parts Functional Mgr.
• Industrial Companies
• Contractors
• Unatrac Management
• Government Agencies
• Timber Companies
• Caterpillar Reps
• Unatrac Group Mgt.
• Aid Agencies
• Service Department Management
• Consultants
• Parts Department Management

SKILLS

• Good interpersonal and communication skills
• Good analyticaland microsoft office proficient in Excel, Word and Powerpoint
• Articulate and able to communicate well in both written and oral
• Customer focused and with good selling skills

QUALIFICATIONS

• BSc mechanical engineering. Diploma will also be considered.
• Minimum of 3 years service working experience in an earthmoving equipment industry
• Minimum of two years working experience in the Parts /service department