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Product Performance Specialist
2 months ago
The Product Performance Specialist - Inspections plays a crucial role in ensuring the efficiency and reliability of our customers' heavy equipment through comprehensive inspections and related tasks. This position will be responsible for managing and performing machine inspections in the field, customer interactions, and service coordination, as well as the associated metrics.
Key Responsibilities- Safety
- Actively promotes and advocates safety at Western States, ensuring a safe work environment for all employees, vendors, and clients.
- Maintains clean and clutter-free work areas to prevent accidents.
- Adheres to required personal protective equipment (PPE) as identified in safety policy.
- Marketing & Strategy
- Oversees incoming and outbound inquiries to schedule equipment inspections, coordinating appointments and communicating necessary information.
- Accurately captures and updates customer and machine data, monitoring equipment health through data analysis and recommending appropriate actions.
- Conducts machine inspections of heavy equipment on customer sites, ensuring thorough assessments and interacting with customers professionally.
- Coordinates service and repair appointments based on inspection findings or customer requests, working closely with the service team to ensure timely and efficient resolution of issues.
- Identifies opportunities for upselling additional services or products during inspections, collaborating with sales teams to maximize revenue opportunities.
- Promotes and explains the benefits of Customer Value Agreements to customers, assisting in the creation and management of CVA contracts.
- Assists customers in utilizing connectivity features for improved equipment health and performance, continuously educating themselves on the latest connectivity features, industry changes, and technologies in heavy equipment.
- Navigates and utilizes various digital platforms for communication and data management, ensuring accurate and up-to-date records in the company's digital systems.
- Generates comprehensive reports on inspection findings, tracking and analyzing key performance indicators related to inspections and customer interactions.
- Completes projects at the direction of the Product Performance Supervisor, Product Support Leadership, or other designated roles within Western States.
- Safeguards the Cat and Western States brand identities as per established guidelines and expectations.
- Seeks educational opportunities in the latest marketing products and trends to enhance knowledge and skill.
- Education and Experience
- Proof of high school diploma or General Education Degree (GED)
- Formal diesel technician training or certificate preferred, minimum of one-year practical experience in a related field required.
- Valid driver's license and acceptable driving record required.
- Ability to communicate (speak, read, comprehend, write in English), Spanish a plus.
- Physical Characteristics
- Ability to stand for long periods of time, walk, sit, climb stairs, reach, bend, stoop, push, pull, lean, and twist.
- Ability to lift up to 30 lbs. in accordance with Western States' Lifting Policy.
- Must be able to meet all safety requirements for applicable safety policies.