As a Customer Support Representative (CSR) at FAMCO, you will serve as the first point of contact between our customers and our Aftermarket team. You will be responsible for ensuring that all customers who purchase equipment from FAMCO receive the full range of Parts & Service support. You will play a key role in maximizing sales opportunities for FAMCO's Parts & Service offerings while helping to maintain strong, long-term customer relationships.
What You Will Do
• Achieve effective customer coverage through scheduled field calls (target 4–6 calls per day), prospecting, and maintaining CRM-based coverage plans.
• Maintain a deep understanding of customer needs and buying trends.
• Identify and develop new accounts through active prospecting and follow-up.
• Attend new equipment deliveries where applicable and promote Parts & Service offerings.
• Monitor customer parts and service requirements and ensure timely, high-quality service delivery.
• Maintain strong customer relations by resolving concerns and disputes in collaboration with internal teams.
• Meet and exceed sales targets for parts and service business within the assigned territory.
• Identify sales opportunities across key areas such as undercarriage, engine, powertrain, and preventative maintenance solutions.
• Prepare and present service quotes and estimates in collaboration with the branch Service Manager.
• Maintain accurate customer data and ensure all company property (vehicle, equipment) is properly maintained.
• Promote a culture of Health, Safety & Environment (HSE) and actively participate in HSE programmes.
• Deliver work with a focus on quality, professionalism, and customer satisfaction.
Required skills to be successful:
• Strong customer relationship management skills and a proactive approach to service delivery.
• Proven ability to identify and convert sales opportunities in a technical services environment.
• Ability to understand and communicate technical concepts related to heavy equipment (training will be provided as needed).
• Excellent communication and influencing skills, both written and verbal.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities, organize workload effectively, and meet deadlines.
• High level of personal integrity and professionalism.
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