Product Support Specialist Global Grade 11

Key Outputs

• Provide solutions for all Caterpillar, power and energy marine and electric power related equipment.

• Market marine and electric power parts and service business.

• Provide repair option solutions and technology solutions

• Provide CVA solutions, repair option solutions and work with internal and external customers for continued growth of STU, POPs and POLS, PSE

• Set up standard work templates and costing templates

• Provide total cost of ownership solutions to power and energy customers.

• Opportunity identification using CAT platforms

• Grow Marine and Electric Power STUEffective self-management and performance ownership

• Coordinate the support of sales specialists, implementation resources, service resources and other sales and management resources as needed to meet customer expectations

• Use a CRM system to log all customer site visits, inspections, competitor visits and opportunities, and to manage customer information like contacts and feedback

• Analyse leads generated by OLGA and use them to build call plans and sales goals

• Assist with quotes for parts, service and equipment management solutions

• Acquire and use dashboards on sales activity (calls, logs, etc.), POPS, Caterpillar indicators, customer surveys

• Understand the full range of the dealership’s product offerings and how they are intended to meet business and customer needs

• Lead dealership strategic account planning process that develops performance objectives, financial targets and critical milestones for one and three-year periods for specific customer accounts

• Meet assigned targets for sales quota, profitable sales volume and strategic objectives

• Engage in training events that continually grow skills to effectively respond to changing markets and transitioning business strategies

• Train PSSR and ISR on CVA, repair options and other support tools geared to drive revenue

• Market current and new products to potential Southern African customers

• Identify current and future parts and service opportunities to increase turnover and gross profit percentage

• Negotiate special pricing on parts, marketing strategies and after sales incentive schemes with Caterpillar

Qualification, Experience and Competencies

• Tertiary or Equivalent Qualification (Mechanical or Electrical)

• Caterpillar certified earth-moving technician

• Power related experience

• BWE Leadership Development Course (MMDP)

• 8 to 10 years’ related business experience

• PSSR Advanced Certification

• High competence in Microsoft Office

• SAP and CRM