Product Support Specialist

2 days ago

Albany, New York, United States Viably LLC Full time
Product Support Representative

At Viably LLC, we're seeking a highly motivated and organized Product Support Representative to join our team of innovators and explorers. As a key member of our Sales and After Sales team, you will be responsible for developing, executing, managing, and reporting on ongoing sales and customer support efforts within your specific geographic area of responsibility.

Key Responsibilities:

  • 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.

Requirements:

  • Technical degree from a vocational college preferred, or an equivalent combination of education and experience.
  • Excellent communication skills in English, with the ability to confidently convey information to technically trained and non-technical customers.
  • 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.

Benefits:

  • 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 LLC is an equal opportunity employer.

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