JOB DETAILS:

JOB SUMMARY:

Proactively promote and sell the products and services of EMPIRE Southwest that will add value to the customer’s machine repairs.  Responsible and accountable for the communication of the customer’s repair expectations to the assigned repair facility; follow up that will provide the customer with current job status; and possible options that may be required to meet the customer’s expectation.  Determine customer need(s) utilizing the initial interview, follow-up conversations with customer, Shop Personnel, Product Support Representative, and the appropriate managers.   Coordinate resources to successfully accomplish the repair scope that has been defined and agreed upon with the customer and repair facilities.  Review customer repair history to identify applicable products and services, obtain technical information through current systems, and prepare the work order.  May negotiate payment settlements with customer and discuss/resolve discrepancies with customer, balancing customer interests and Empire’s interests at all times.  Maintain customer satisfaction to a level that exceeds expectations.  Increase market share by providing cost saving solutions to customer needs.

ESSENTIAL FUNCTIONS:

• Receives and responds to service requests from customers.   Listen carefully, speak and act courteously while showing genuine concern for the customer’s problem.
• Educates the customers about the products and services that are available through the Empire Southwest parts and service departments. 
• Assist customer with questions about company services including but not limited to, warranty options and coverage, parts returns, credit and finance, rentals, shop and field machining, Transport, Used Parts, Fluids Lab, Hydraulic parts and service, EPS product support capabilities. 
• Identifies other service opportunities and present these to the customer to optimize the level of service the customer expects.
• Assigns work order to responsible area Planners/Lead-persons.
• Where required; schedules service technicians to complete service jobs.
• Informs each area Planner/Lead-person of the specific repair needs to support and ensure effective and efficient organized repairs.
• Works with shop planners to ensure work assignments are carried out on schedule and within acceptable time frame (promise date); changes in scope or issues are quickly communicated to customer to maintain satisfaction levels.
• Effectively manages daily customer contact to promote and ensure the credibility and customer satisfaction is maintained. 
• Proactively keeps current about assigned jobs in progress.
• Accepts and resolves customer complaints in a timely manner.
• Ensures that the Customer Service Representative function is covered at all times.  Monitor and respond to all assigned calls.
• Works safely at all times.  Adheres to all applicable safety policies.  Complies with all company policies, procedures and standards.

ADDITIONAL RESPONSIBILITIES:

• Responds to service requests in a professional manner at all times (office, on call or at home).
• Reviews pro-formas prior to submitting to customer to ensure expectations are met and customer approval obtained in timely manner.
• Works with shop planners, leads, and/or managers to negotiate settlements, discusses and resolves discrepancies, and balances customer and Empire’s interests at all times.
• Achieves the established sales and profit goals while adding value to the customer repair.
• Maintains good employee relations.
• Actively participates in Service Meetings.
• Actively participates in customer meetings.  Schedules visits in effort to build positive customer relations.
• Provides feedback internally to drive change sufficient to meet market demands and provide viable customer solutions.
• Provides feedback on competitive information to assure Empire always has the advantage.
• Provides excellent customer experiences by educating the customer on various service facilities and capabilities while involving any necessary experts in the solution process.
• Identifies and communicates work force needs to the appropriate Service Manager.
• Cooperates well with personnel in other work centers and departments.
• Performs other duties as assigned.
• Work within and promote corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

• Must have interpersonal, management, organization and planning skills sufficient to assist customers, direct people and maintain acceptable levels of productivity.
• Must be able and willing to accept, communicate and enforce company policies, procedures and regulations.
• Must be able to utilize computer based service and work order management systems.
• Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously.
• Must possess equipment knowledge and marketing experience relative to the equipment industry.
• Must have sales skills to effectively help the customer to overcome objections and close the sale.
• Must be a motivated self-starter.
• Must have interpersonal skills sufficient to assist customers and employees in a professional manner.
• Must have sufficient equipment and application knowledge to understand customer opportunities and to express these opportunities to the appropriate area within Empire.
• Must have sufficient knowledge to effectively utilize Internet, e-mail, Spreadsheets, word processing programs and database management.
• Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:

• Previous experience utilizing a computer-oriented management system similar to Empire.
• Previous general experience in a Caterpillar Dealer Service Department preferred.
• Previous knowledge of repairing, reconditioning and operating Caterpillar Equipment/truck engines.
• Proof of high school diploma or General Education Degree (GED).
• College degree preferred.
• Minimum of 2 years experience in related field or equivalent technical or customer support background.
• Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
• The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
• The noise level in the work environment is usually office moderate.