Brandeis Drill Customer Support Representative - BRAMCO GROUP : Job Details

Job DetailsJob LocationLouisville - Louisville, KYPosition TypeFull TimeEducation LevelHigh SchoolTravel PercentageUp to 50% Job ShiftDayJob CategorySalesDescriptionCSR Objective:The objective of the CSR position is to assist the existing product support structure, enabling the enterprise to deepen customer relationships from enhanced drill segmentsupport. This role shall provide an additional level of Hands On customer support to assist customers in minimizing downtime as well as helping them control operating costs. This role shall also be challenged with growing total Brandeis product support revenues. In this role it will also be important for the position holder to learn and maintain a thorough understanding of the customer applications as well as how solutions available from our vendors can best be utilized. This role shall demonstrate the commitment and expertise that Brandeis brings to their business. Overview:The CSR will work with and receive directions from the Product Support Manager - Drilling Solutions as well as the VP Product Support. With continued manufacturer specific training, the CSR will be expected to achieve a level of expertise enabling him/her to demonstrate recommended OEM operational procedures and assist with the diagnoses of technical issues. The CSR is expected to be the liaison with the customer and Brandeis personnel, being proactive in expediting solutions to issues while supporting customer planning. The focus of the CSR will be to work in conjunction with the Product Support Manager for Drilling Solutions to build relationships with job foremen, crew superintendents, maintenance teams 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 Brandeis. The CSR is expected to also be able to interact with our Drilling Solution product vendors to obtain the necessary information for delivering product support. The CSR should be perceived by our suppliers as a subject matter expert on all issues related to Drilling Solution products. Job Responsibilities:1) Perform Machine / Component inspections at regular intervals.o Visit Customer jobsites to observe, inspect machines and record information into computer databases such as CRMseries.o Be familiar with all Drilling Contractors machines & applications.o Keep customers informed of their machine's condition by utilizing computer-based tracking tools such as Certiq.o Assist with tracking utilization and inspections of major components such as drifters, hammers, and rotation equipment to provide estimates for repair and repair options.o Perform machine visits post major component repair or replacement. 2) Develop & maintain excellent customer relationships both externally and internally.o Develop and maintain relationships with proper customer personnel.o Assist Product Support Manager of Drilling Solutions as directed in day-to-day parts, service, or technical Customer support.o Coordinate communications as necessary between Brandeis, Customer Technicians, Superintendents and Manufacturers on potential problems or issues, provide guidance on and, if applicable, estimates/quotes for appropriate corrective measures.o Take ownership of Drilling Contractors issues and follow-up through until closure of issues.o Ensure that all Drilling Customers within Brandeis territories are familiar with available product and service offerings.3) Utilize existing software programs (such as CRM) to create and maintain customer and machines data.o Machine files are to reflect make, model, serial number, service meter reading, drilling consumables preferences, etc.o Customer files are to reflect address, contact names, phones, etc.o Call note files are to reflect date, contact name, subject discussed, opportunities, etc.4) Market Brandeis Product Support Programs, Service & Parts.o Generate maintenance and machine repair estimates for a defined scope of work. After a review with the Product Support Manager of Drilling Solutions and local Service Manager, present to customers for approval.o Track completion of and perform when appropriate / applicable any Technical Service Bulletins. o Present & promote Product Support Programs endorsed by Brandeis which are conducive to enhancing its core products satisfaction and confidence.o Work in conjunction with machine sales to offer Product Support Programs at point of sale.5) Perform Machine Walk-around and Operator Familiarization Training.o Perform machine walk-around and familiarization with owner / operator.o Perform machine operation training.o Perform manufacture post-delivery machine inspections.o Assist technicians with (PDI) Pre-Delivery Inspection and assembly when necessary.o Perform rental machine inspections upon arrival at the designated branch for damage or needed repairs.QualificationsJob Requirements:

• Relative 2 yr. College Degree or Technical College Graduate and/or 5+ years construction, mining/drilling experience.
• Mid- Level Computer experience (MS Office, Outlook, etc.)
• Prior industry repair/maintenance shop management experience preferred.
• Positive personality, team player, problem solver, self-starter, outstanding integrity, superior communicator.
• Able to travel overnight on a regular basis for product training, or company-related business.
• Be available to work at night on occasion for new machine delivery start up or Customer application / machine diagnosis.
• Candidate must reside in assigned territory, or be willing to relocate to the greater Louisville, KY area in order to best serve our customer base.
• Must pass background check, employment physical and drug screen.