Position Overview :
To manage the Business Unit(s) Product Support Sales resources to maximise sales opportunity, including Product Support Account Managers, Inside Sales Reps (matrix) and Product Support Reps.
The role will involve the management of sales pipeline, strategic account development and tactical planning. Key deliverables will be increased profit and growth for parts, service, integrated services and solutions with a focus on excellent customer service through account management and a commercially astute sales team.
It is expected that the PSSM works with the Customer Solutions Manager to develop Divisional strategic plans and tactical plans for the relevant business unit and to develop positive relationships with Caterpillar product support reps to engage and deliver support programs.
Job Description : Major Job Functions :
Major Job Functions :
Lead, motivate and develop the Product Support Sales team to ensure individual team members are able to deliver growth through solutions, excellent customer service and account management whilst utilising effective performance management tools
Coach the team to deliver high quality customer service and develop strong customer relationships with key accounts by establishing and maintaining regular communication at the necessary level to ensure the business has the best opportunity to continually improve customer loyalty
Develop employee engagement throughout the business unit(s), ensuring high quality, two-way communication with all colleagues.
Ensure full compliance with health, safety and environment and quality regulations throughout the region
Work with the divisional Customer Solutions Manager to develop Divisional Product Support Sales Plans and effective execution, including cross divisional and Caterpillar alignment
Development of sales and marketing plans and team capabilities around upselling and value creation
Manage sales pipeline, from opportunity to execution to maximise growth of product support sales
Manage problem and complaint resolution, providing solutions that improve customer loyalty and reduce Finning cost
Manage key result areas that provide parts and service profitability; parts sold over the counter, parts through service, Labour and Contract sales
Manage Product Support gross profits and expenses, and work with the service managers to deliver EBIT target through process discipline
Accountable for parts & service revenues and gross profit to meet or exceed budget, Product Support Solutions growth, CSA sales to exceed 50% conversion rate, framework agreements, customer satisfaction measures, customer disputes, sales pipeline KPIs, staff performance reviews (1-
2-1’s), health and safety, expense management, account and sales plans, Caterpillar support agreements
Lead a Team of PSAMs, ISRs and PSRs
Achieve Caterpillar business unit parts & service revenues of circa £10million and associated EBIT and ROIC targets
Manage product support expenses below budget
Contribute additional revenues through growth through solutions, integrated services and or framework agreements. Achieve zero LTAs.
Increase parts and service EBIT
Lead the rental sales team with the BCP sales team to provide multiple solutions to our customers
Specific Skills & Knowledge :
Sales leadership excellence
A high standard of interpersonal skills displaying the confidence to empower and develop the potential of staff
Strong risk and change management skills
Good levels of numeracy / literacy
Adept in Customer facing situations with the ability to negotiate
Understanding of technical solutions sales
Critical thinking outlook with an eye for revenue opportunities
Education and Experience :
Experienced in account management
Excellent commercial background
Experience of full P & L responsibility
Possess a current driving licence
We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals.
Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and / or mental or physical disabilities.