Product Support Representative

1 month ago

Springfield, United States Viably LLC Full time
Job DescriptionJob DescriptionJoin a Growing Team of Innovators and Explorers

At Viably, you’ll work alongside people passionate about uncovering and supporting North America’s most forward-thinking industrial waste and recycling solutions.

We’re called Viably because that’s how we think. About everything. We’re driven to empower clients with new capabilities to evolve the business and protect our planet.

What You Will Be Doing:

The Product Support Representative is an intelligent, independent, organized, and self-driven individual who, with guidance from the regional Director of Operations, develops, executes, manages, and reports on ongoing sales and customer support efforts within their specific geographic area of responsibility. They have become familiar with our product portfolio, customer applications, and waste and recycling markets. The Product Support Representative takes a consultative approach to help clients understand their challenges and see new opportunities. They educate clients on best practices and technologies to help them achieve success. They are always striving to maintain the highest level of customer uptime.

Key Responsibilities Look Like:
  • Manage multi-state assignments and responsibilities for many products and customers.
  • Partner closely with the regional Director of Operations and other Sales and After Sales team members to maximize sales, support customer uptime, and promote market expansion.
  • Increase sales to end-users by emphasizing USPs and technical advantages over competitors.
  • Drive revenue opportunities for service and parts in the region through courtesy inspections and customer site visits.
  • Support all activities related to machine rentals, including rental check-in, check-out, start-up, and training.
  • Support all activities related to machine demonstrations in the geographic area of responsibility.
  • Visit every customer in person in the geographic area of responsibility at least once a quarter.
  • Provide first-line product and customer support as the primary liaison between Komptech and the customer, including technical troubleshooting support.
  • Work with customers to enable ongoing preventative maintenance inspections and equipment training.
  • Utilize Salesforce CRM and other software tools to streamline a repeatable sales process, enable accurate pipeline reporting, and improve customer support.
  • Supply ongoing technical information and advice on our product portfolio to customers.
  • Provide machine demonstrations, setups, and customer training on our equipment and components across applications to support customers and convert sales opportunities to closed-won transactions.
  • Consistently and effectively communicate customer needs, activities, opportunities, market needs, and other relevant information to the regional Director of Operations
  • Support regional Sales and After Sales team members with weekly, monthly, and quarterly operational activities both internally and externally.
  • Extensive travel throughout the Northeast U.S. - preferred residence is in eastern New York, northern New Jersey, Connecticut, and central Massachusetts

Critical Skills and Experience You’ll Need:

  • Technical degree from a vocational college preferred, or an equivalent combination of education and experience. Electrical and mechanical experience and training are preferred.
  • Excellent communication skills in English, with the ability to confidently convey information to technically trained and non-technical customers. Spanish speaking is a plus.
  • Energetic, highly motivated and organized team player able to quickly form professional relationships.
  • High-level interpersonal skills to guide and negotiate with clients toward recommended product solutions.
  • Self-motivated, self-directed, and self-managed, with excellent organizational and time management skills and the ability to perform productively with minimal supervision.
  • Able to develop a thorough knowledge and understanding of the market applications of Komptech products.
  • Ability to research and absorb new, unfamiliar industry and product information and convert it verbally and visually into effective sales information or presentations that engage customers in our brand voice.
  • Professional presentation skills suited to effectively present Komptech solutions and product differentiation at various customer organizational levels.
  • Proficient with MS Office (Outlook, Excel, Word), iOS mobile devices, and other productivity software applications.
Physical Demand & Competencies:
  • This position requires sitting, stooping, kneeling, pushing, climbing, moving, and reaching/working overhead.
  • Lifting, carrying, reaching, pushing, and/or pulling; climbing and balancing; frequent stooping, kneeling, crouching, and/or crawling; and significant finger dexterity necessary.
  • Ability to lift 70 lbs.
  • Ability to operate a forklift safely.
  • Must be able to pass a pre-employment WorkSTEPS physical.
  • Requires passing a pre-employment background check and drug screen to the satisfaction of McClung-Logan Equipment Company.
  • This position is exposed to work near moving mechanical parts and moderate noise levels.
  • Must possess a clean MVR & valid Driver's License
  • This job requires the ability to obtain a DOT Medical Certification.
  • Requires working and driving outdoors in various climates/temperatures and the possibility of sitting for an extended period.
Benefits (we’ve got your back):
  • 401K retirement savings plan with company matching.
  • Paid holidays
  • Health insurance coverage that includes medical, vision, and dental
  • Short and long-term disability coverage
  • Life insurance
  • Generous paid time off - 16 PTO days accrued in year one
  • Paid continuing career education and advancement opportunities.
  • Health and wellness program
  • Flexible Spending Accounts (FSA) and Health Spending Accounts (HSA) options

Viably is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation (including transgender status), pregnancy and related medical conditions, gender identity, national origin, creed, marital status, family status, ancestry, age, disability, genetic information, veteran status, or any other applicant characteristics protected by applicable law. Qualified individuals with a disability who require accommodation to perform the essential functions of the job or to participate in the job application or interview process should contact Rochelle Taylor at rtaylor@thinkviably.com.

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