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Product Support Representative Direct Hire

Intertractor America Corp.

Intertractor America Corp. Logo

Position Details & Responsibilities

Product Support Representative

Processes

The Product Support Representative (PSR) is a key figure in helping to keep the customer’s machines healthy and productive by promoting ITM/Intertractor parts, ITM Track Advise measurements, and repair within a designated territory.

AREAS OF RESPONSIBILITY

For the geographic area of responsibility:

Customers
To contribute to develop a good relationship with customers and improve the level of service offered in conjunction with the local Customer Manager and the other members of the interfunctional sales team (IST).

Product promotion

To promote the ITM product and product improvements within the area of responsibility through customer visits in conjunction with the local sales representative, for both current customers and new potential ones.

Technical support

To support the customers in relation to the product best use.

To propose best fit options and product alternatives, within the current ITM product range, in relation to the specific applications.

Measures undercarriage of equipment for wear and replacement recommendations

To propose the best technical solutions of undercarriage products to customers, in accordance to the relevant functions.

Maintains thorough and accurate customer records using defined customer data base.

Product range

To propose the development of new products, on the basis of market surveys and competitors’ analysis, anticipating the future customers needs.  Conducts required Track Advise measurements on a regular basis from customer and site visits.

Improvements to the process/product

To identify opportunities to improve the current ITM products through continuous communication with the relevant functions.

Benchmarking and competitors

To collect information regarding the products of competitors including the relevant performance and give feed back to the functions concerned.

Responsible for the promotion and training of the Trackadvice system to the customer base.  This includes promoting sales of the Trackadvice system, demonstrating the value-add to the customer, training and follow-up training on the device to ensure the customer is proficient in doing required inspections. 

Qualifications

Qualifications & Experience

  • Minimum requirement of High School Degree with mechanical aptitude.
  • Strong interpersonal and leadership skills.
  • Excellent oral and written communication skills.
  • Willingness to travel extensively by company automobile and air.

Specific knowledge

  • Undercarriage product & application: Knowledge of typology, functional limitations, applicability and use.
  • Manufacturing processes: Knowledge of the cycles of the manufacture of components and subcomponents.
  • Mechanical design: Reading and interpretation of the mechanical design and the corresponding specifications of reference.
  • Business: Main customers’ and market knowledge
  • Competitors: Knowledge of product innovations and its performance and applicability
  • Warranty policies: the terms of guarantee given to customer / product reference.
  • Measuring instruments: Knowledge and use independently of the necessary measuring instruments during the field visits.
  • Quality System: The company's quality system, quality tools, procedures and instructions of interest
  • Safety at work: Normative references, specific risks related to the role.
  • Office Automation: Good knowledge of MS Office and Outlook
  • Sales Management: Maintain customer information through CRM (Salesforce)



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