Customer Support Representative

Location: Malton

Role Overview

Drives dealer parts and services in AOR through selling dealer value, strengthening and leveraging customer relationship, pro-actively offering dealer services and tiered aftermarket portfolio options meeting customer needs to ensure a differentiated customer lifecycle experience. Focuses on the use of technology and connected support tools as well as customer analytics to drive incremental parts, services, and labor sales with existing and new customer base.

Essential Duties

• Builds and maintains strong customer relationship and loyalty through regular communication, visits, consultancy on parts and services, and prompt resolution of customer issues involving appropriate functions.
• Collaborates with service department to address customers’ concerns and resolve problems effectively in a timely manner.
• Delivers on sales targets for parts, labor, and services with existing customer base and executes key aftermarket tactics.
• Delivers on new customers’ profiling and acquisition targets.
• Develops, promotes, and sells parts and service offerings such as extended warranty, maintenance plans, service agreements, machine inspections, standard job quotes, overhauls, and special parts promotions.
• Leverages JDLink data and reports to locate migrating fleet, analyze machine utilization and to offer machine/fuel optimization services; acts on maintenance alerts to sell maintenance jobs.
• Performs visual machine inspections during customers’ visits, coordinates Expert Check activities between customers and service department.
• Analyzes customer needs throughout a full lifecycle of the equipment to offer appropriate options from tiered portfolio (original, Reman, alternative parts) as well as attachments, accessories, field/upgrade kits.
• Analyzes parts and service purchases of existing customers in dealer business system/CRM and leverages Deere tools (such as ELIPS, POPS) to execute on parts and service sales opportunity and to increase aftermarket penetration.
• Researches the market to identify aftermarket sales opportunities among competitive customers and non-traditional segments.
• Assigns customers to appropriate direct mailers, telemarketing, newsletters, promo-campaigns and engages them in dealer/Deere parts special promotions and TS-programs, provides feedback on its efficiency.
• Supports aftermarket events, delivers trainings to customers on aftermarket products and solutions at customer clinics, field days, shows, exhibitions, and equipment demos.
• Profiles and maintains an up-to-date customer information in dealer business system/ CRM (contact details, fleet, special requirements, competitive products etc.) and informs other departments on sales opportunity and competitive threats.