The objective of the CSR position includes the following:
To assist the existing product support structure to deepen the enterprise relationship with identified target Drilling Solution industry accounts.
Provide an additional level of “hands on” customer support to minimize downtime and operating costs for this segment of PECO’s business.
Grow product support revenues generated from these target accounts.
Develop a thorough understanding of these target customer’s applications and how the products supplied by our vendors for these applications can best be utilized.
Organizational Relationships
The CSR will report directly to the General Product Support Manager (Mid Tenn.) for PECO. The CSR will also have regular assigned direction from and daily communication with the Customer Support Manager (CSM) of Drilling Solutions. The “dotted line” reporting to the CSM is necessary as the CSR position will be critical in assisting the CSM of Drilling Solutions in providing support, building, and maintaining relationships with these targeted accounts as identified by the V.P. of Product Support. The CSR will also have day-to-day contact with Branch Parts & Service Managers, Regional Sales Managers, Sales Rep’s, CSR’s and RDT PSR as appropriate, to communicate status of open issues, provide feedback from the field, and coordinate support activities for the target accounts.
Overview
The CSR will work with and be directed by the CSM of Drilling Solutions. With continued manufacturer specific training, the CSR will be expected to achieve a level of expertise enabling him to demonstrate recommended OEM operational procedures and assist with the diagnoses of technical issues. The CSR is expected to become a liaison with the customer and PECO personnel to be proactive in expediting solutions to issues and support customer planning. The focus of the CSR will be to work in conjunction with the CSM to build relationships with job foremen, crew superintendents, and other operations personnel of the targeted accounts to be a resource for these individuals and provide aid needed to help them minimize downtime and operating costs associated with machines sold to these accounts by PECO. The CSR is expected to also be able to interact with our Drilling Solution product vendors to obtain necessary information for delivering product support. The CSR should be perceived by these suppliers as a “subject matter expert” on all issues related to Drilling Solution products.
CSR Duties & Responsibilities
Develop & maintain excellent customer relationships both external and internal.
Develop and maintain relationships with the proper customer personnel.
Assist CSM of Drilling Solutions as directed in day-to-day parts, service, or technical Customer support.
Coordinate communications between PECO, Customer Technicians, Superintendents and Manufacturers on potential problems or issues, provide guidance on and, if applicable, estimates/quotes for appropriate corrective measures.
Take ownership of Drilling Contractors issues and follow-up through until closure of issues.
Ensure that all Drilling Customers within PECO territories are familiar with available PECO product and service offerings.
Perform Machine / Component inspections at regular intervals.
Visit Customer jobsites to observe, inspect machines and record information into computer databases such as CRMseries.
Be familiar with Drilling Contractors machines & applications.
Keep customers informed of their machine’s condition by utilizing computer-based tracking tools such as Certiq.
Assist with tracking utilization and inspections of major components such as drifters, hammers, and rotation equipment to provide estimates for repair and repair options.
Perform machine visits post major component repair or replacement.
Utilize existing software programs (such as CRM) to create and maintain customer and machines data.
Machine files are to reflect make, model, serial number, service meter reading, etc.
Customer files are to reflect address, contact names, phones, etc.
Call note files are to reflect date, contact name, subject discussed, opportunities, etc.
Market PECO Product Support Programs, Service & Parts.
Generate maintenance and machine repair estimates for a defined scope of work. After a review with CSM of Drilling Solutions and Service Manager, then present to customers for approval.
Track completion of and perform when applicable Technical Service Bulletins.
Present & promote PSPs endorsed by PECO which are conducive to enhancing its core products satisfaction and confidence.
Work in conjunction with machine sales to offer PSPs at point of sale.
Develop / Attend / participate in Product Support Program training events and promotions.
Perform Machine Walk-around and Operator Familiarization Training.
Perform machine walk-around and familiarization with owner / operator.