Production Support Specialist

2 weeks ago

Williams Lake, British Columbia, Canada SMS Equipment Inc. Full time

About the Role:

The Production Support Representative – Mining at SMS Equipment Inc. is responsible for delivering exceptional after-sales product support to customers in the mining industry. This role requires a strong technical knowledge of heavy equipment and the ability to establish and maintain long-term relationships with customers and manufacturers.

Key Responsibilities:

  • Own the customer relationship for product and services, acting as the main point of contact for assigned clients.
  • Provide detailed parts and service proposals to meet customer-specific requirements.
  • Act as a technical resource to customers, offering 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 make 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 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 customer expectations.
  • Contract Management related to conditions applied to the contract ensuring both customer and SMS fulfill all required items per said agreement.

Requirements:

  • A minimum of 5 years of experience in Industrial Sales, as well as experience in the heavy equipment business and familiarity with large construction and mining equipment.
  • Proficient with Microsoft office programs and experience navigating CRM systems.
  • Self-motivated and proactive in keeping abreast of cutting-edge technology and best practices 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 an asset.
  • Post-Secondary education in Business/Mechanical/Technical education is considered an asset.
  • Valid Class 5/G drivers' license.

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