Production Support Representative - Mining

at  SMS Equipment Inc

At SMS Equipment, our Product Support Representative – Mining, is responsible for supporting after sales product support activities, through specialized technical knowledge / product applications and integration with the customers operations. The Product Support Representative – Mining is accountable to establish and maintain strong, long-term, professional relationships with customers and manufacturers, help to solve technical problems, and generate customer solutions as a value-added supplier to their assigned customer base. This position is in Williams Lake, BC.
The salary for this position is $90,000 plus commission.

QUALIFICATIONS:

The successful candidate will have a minimum of 5 years experience in Industrial Sales as well as experience in the heavy equipment business and familiarity with large construction and mining equipment. Additional requirements include:

• Proficient with Microsoft office programs and have experience navigating CRM systems.
• Must be self-motivated and proactive in keeping abreast of cutting edge technology and best practice pertaining to the Company’s products and services; enhancing expertise, performance and bottom line productivity.
• Proficient communication skills in dealing with customers and O.E.M.s.
• Ability to generate new ideas, approaches, or techniques to solve difficult customer problems and challenges.
• Ability to set objectives that are challenging, yet realistic, to meet customer requirements and SMS resource capabilities.
• Ability to interpret and communicate contractual agreements, as well as lead stewardship of agreement between SMS and the customer.
• Ability to travel as needed to meet business requirements and customer expectations.
• Knowledge of data collection and management would be asset.
• Post Secondary education in Business/Mechanical/Technical education is considered an asset.
• Valid Class 5/G drivers’ license.

As part of our recruitment process you may be required to complete the following:

• Drug and Alcohol Check
• Reference Check
• Drivers Abstract

At SMS Equipment, safety is one of our values and we care for each other, without exception. Our successful candidate is intrinsically motivated and committed to making safe choices, when completing all tasks.

• Own the customer relationship for product and services, for assigned client base, and act as their main point of contact.
• Provide detailed parts and service proposals to meet customer specific requirements.
• Act as a technical resource to customers by providing a deep understanding of product workings and applications, as well as product limitations and non-traditional product / package use.
• Inform and showcase new technologies and improvements to the product line.
• Provide customers with manuals for parts, equipment, and delivery.
• Regular travel to customers to maintain SMS presence and visibility.
• Assist in getting new customers set up with systems such as KomTrax and VHMS.
• Maintain accurate customer equipment information within CRM or ERP systems.
• Interact daily with shop and field employees to ensure they have the resources available to meet customer expectations.
• Coordinate all service, warranty, billing, and equipment performance issues to the appropriate SMS leader.
• Report regularly and makes recommendations as to how to improve product offerings to see continued product improvements.
• Act as the customer voice within the local branch operations, searching for valuable solutions and partnership enhancing activities.
• Lead monthly JoiFUL meetings with assigned customers and all other strategic meetings.
• Work with the Customer’s Planning departments to understand future demands, with intent to align SMS’s service and parts supports with customers expectations.
• Contract Management related to conditions applied to the contract ensuring both customer and SMS fulfill all required items per said agreement.