Customer Support Representative

POSITION SUMMARY:

The Customer Support Representative (CSR) is responsible for successfully developing relationships with Ascendum Machinery customer base and serving as a key business partner with quality product support. Through the use of technology as an active tool, provide proactive customer uptime support and subsequent revenue growth for Ascendum Machinery. Achieve customer support, parts and service marketing, and technology satisfaction goals.

FLSA STATUS:

The U.S. Fair Labor Standards Act (FLSA) requires employers to classify their employees as being either exempt or non-exempt for the purpose of being paid overtime wages. The essential duties of this job are such that the employee is classified according to the FLSA as an Exempt employee.

EQUAL OPPORTUNITY:

Ascendum makes recruitment, employment, promotional and all other People and Culture decisions without regard to race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy (including childbirth and related conditions, including, but not limited to, lactation), disability, hair texture or protective hairstyle, veteran status, uniformed service, genetic information, or any other class or characteristic protected by applicable law. This policy applies to all aspects of employment that include but are not limited to hiring, promotion, training, transfers, job assignments, terminations, recalls, wage and salary administration, and application of all Company policies, procedures, and benefits.

TRAVEL REQUIREMENTS:

Up to 80%

To perform the job successfully, the employee must be able to perform each essential duty of the job in a satisfactory manner, with or without reasonable accommodation. The essential duties of the job include the Responsibilities, Experience, Proficiencies, and Physical Demands described below.

Satisfactorily performing and/or achieving the following Responsibilities are essential duties of the job.

JOB DESCRIPTION
Exceed customer expectations with timeliness, accuracy, and integrity. Carry a professional image and keep a clean and organized truck. Ability to be available 24/7 on call when requested by customer demand. Operate efficiently, managing expenses while delivering top-notch support.. Assist with Accounts Receivable collections when requested by the credit department.
Become a partner to the customer and support the customers' use of technology products (i.e. Ascendum Monitoring Reports) as applicable to the customers' markets. Provide Care Track customer training on new equipment. Provide follow up customer reports highlighting key equipment performance measures on a regular basis. Proactively monitor expiring subscriptions and promote renewals.
Regularly engage with customers in your assigned territory to maximize revenue and profitability, adhering to agreed-upon call frequencies. Provide detailed call reports as requested, highlighting discussions and action items. Utilize technology to target revenue opportunities in product support, focusing on undercarriage, ground engaging tools, and all-makes.
Complete new machine follow-up inspections for customers and rental companies. Complete trade evaluations for the sales department as requested by Management. Complete OEM engine warranty registrations as required. Monitor expiring warranty and review options with customers to receive maximum value.
Actively promote Planned Maintenance (PM) business. Using machine alerts, monitor machine health conditions and PM service intervals. Educate customers on proper fluid sampling procedures and requirements.
Complete necessary training and associated product support and technology training as it becomes available and assigned to ensure current status in the rapidly-changing technological environment. Become familiar with the features and benefits of the goods and services sold by Ascendum Machinery's product support department as well as Volvo Warranty policies and Technology offerings.
Complete daily call reports providing overview of customer visits. Call report should include, but not limited to: (i.e. customer name, items discussed, action items, follow-up, lost sales, equipment needs).
All other duties as assigned.
Requirements

JOB REQUIREMENTS:

High school diploma or equivalent required.
Additional technical or vocational training in heavy equipment maintenance or related fields is a plus.
Previous experience in customer service, preferably in heavy equipment or related industries.
Familiarity with heavy equipment operations and maintenance procedures is highly desirable.
Willingness to work flexible hours, including being on-call 24/7 to meet customer demands.
Excellent communication skills, both verbal and written.
Ability to effectively convey technical information to customers and provide training on equipment operation.
Proficiency in using technology products related to heavy equipment, such as monitoring systems and diagnostic tools.
Understanding of equipment performance metrics and maintenance requirements.
Demonstrated commitment to exceeding customer expectations.
Ability to build strong relationships with customers and act as a trusted advisor.
Strong organizational skills with the ability to maintain a clean and organized work environment, including the company truck.
Efficient time management skills to prioritize tasks and meet customer needs promptly.
Proven ability to troubleshoot issues and find effective solutions in a timely manner.
Adaptability to handle unexpected challenges and changing customer demands.
Willingness to collaborate with internal teams, including the sales department, credit department, and departmental managers.
Ability to provide detailed call reports and communicate effectively with colleagues to ensure seamless customer service.
Commitment to ongoing learning and development to stay updated on technological advancements and product offerings.
Completion of required training programs and certifications as necessary.
Understanding of safety protocols and procedures related to heavy equipment operations.
Commitment to ensuring all safety equipment is functioning correctly during inspections and service activities.
Valid driver's license with a clean driving record.
Ability to travel within the assigned territory as needed.
PHYSICAL REQUIREMENTS:

Ability to lift and carry heavy objects weighing up to 50 pounds without assistance. This may include equipment parts, tools, or other materials required for service and maintenance tasks.
Proficient use of hands and fingers to manipulate tools, equipment controls, and perform intricate tasks such as equipment inspections and repairs.
Capacity to stand, walk, or sit for extended periods, often in outdoor or industrial settings, while performing job duties such as customer training sessions and onsite support.
Safe operation of company vehicles, including trucks and vans, over various terrains and in different weather conditions. This includes the ability to enter and exit vehicles multiple times a day and maintain focus during long drives to customer sites.
Climbing onto and off of heavy equipment, trucks, and other elevated surfaces as necessary to perform inspections, maintenance, and repairs.
Flexibility to bend, stoop, kneel, and crouch in order to access and work on equipment components in confined or awkward spaces.
Good vision and hearing abilities to accurately assess equipment conditions, detect potential issues, and communicate effectively with customers and colleagues.
Adherence to safety protocols and procedures to minimize the risk of accidents and injuries while working with heavy machinery and in potentially hazardous environments.
Stamina to work long hours, sometimes in demanding conditions, while maintaining focus and attention to detail in order to provide high-quality customer service and support.
Ability to move swiftly and react quickly to changing situations, including the need to respond promptly to customer service calls and emergency situations.