Product Support Sales Representative

Job Description

Job Description

Description:

Position Scope

The Product Support Specialist serves as a key customer-facing representative of Coastal CAT, supporting the company’s mission to deliver exceptional parts and service solutions across the territory. This role operates at the intersection of customer service, technical inspection, and sales support, ensuring customers receive accurate information, timely assistance, and high-quality recommendations for equipment maintenance and repair. Working both independently and in collaboration with Parts & Service Sales Reps (PSSR), Inside Sales Reps (ISR), and other Product Support personnel, the Specialist contributes directly to customer satisfaction, territory growth, and overall product support performance. The position requires regular field interaction, technical evaluation of equipment components, and consistent documentation to support territory management and long-term customer relationships.

Knowledge and Skill Requirements

• Ability to communicate effectively with customers, coworkers, vendors, and managers.

• Demonstrated proficiency in delivering customer service excellence and representing Coastal CAT professionally.

• Ability to develop functional proficiency with proprietary software and technical tools (e.g., Caterpillar systems).

• Ability to communicate effectively through electronic systems (Office Suite, Gmail, DBS, etc.).

• Strong organizational skills with the ability to document customer interactions and manage territory information.

• Technical aptitude for learning equipment components, wear parts, and undercarriage systems.

Preferred Qualification(s)

• Prior experience in equipment, parts, service, or related technical fields.

• Familiarity with Caterpillar equipment or similar heavy machinery.

• Experience supporting sales teams or working in a customer facing technical role.

• Bilingual, Spanish & English

Education Requirements

• High school diploma or equivalent required.

• Additional technical training or certifications in equipment, mechanics, or related fields preferred.

Essential Job Functions

• Establish and maintain strong customer relationships.

• Assist customers with maintenance management and the sale of parts and services (excluding machines).

• Support PSSRs and ISRs with inspections of buckets, blades, cutting edges, bits, wear surfaces, tips, and undercarriage

components.

• Research availability of new products and serve as a technical information resource.

• Develop and present sales quotes for bucket repairs, undercarriage parts and service, and conversions for Caterpillar and non Caterpillar equipment.

• Document customer contacts and maintain Territory Management Strategy.

• Maintain adequate product knowledge of equipment and allied products.

• Research equipment, parts, and allied products to meet specialized customer requirements.

• Respond to customer inquiries regarding equipment and allied products.

• Support sales staff with demonstrations and sales agreements as needed.

Leadership Responsibilities

• No direct supervisory responsibilities.

• Provides technical guidance and support to PSSRs, ISRs, and sales staff as needed.

• Represents Coastal CAT professionally in all customer and vendor interactions.

Preferred Experience and Skills

• 1–2 years of prior experience in a related field (preferred).

• Experience performing equipment inspections or working with wear components.

• Experience preparing quotes or supporting sales processes.

• Strong customer service background with a focus on relationship building.

• Technical curiosity and willingness to learn new systems and product lines.

Physical and Mental Requirements

• Ability to inspect equipment components, including bending, kneeling, or climbing as needed.

• Ability to work in outdoor or shop environments during inspections.

• Must maintain attention to detail and accuracy in documentation and quoting.

• Ability to manage multiple tasks and prioritize effectively.

• Must maintain a valid driver’s license and comply with corporate driving policy.

Work Environment

• Combination of office, shop, and field environments.

• Regular travel to customer sites for inspections and relationship management.

• Exposure to heavy equipment, machinery, and outdoor conditions.

• Collaborative environment with sales, service, and product support teams.