Product Support Sales Manager

Product Support Sales Manager

Mechanicsburg - Mechanicsburg, PA 17050

Overview

Position Type Full Time

Description

Purpose:

The Product Support Sales Manager is a working manager responsible for leading and developing the Customer Support Advisor team while also directly managing a smaller assigned customer territory.

This position serves as a player-coach, maintaining direct customer relationships and accountability for Parts and Service growth while establishing the processes, expectations, and operating cadence of the PSSR team. The PSSM Manager is focused on enhancing the equipment ownership experience.

Key Responsibilities:

Team Leadership & Aftermarket Growth

• Provides day-to-day leadership, coaching, development, and accountability for the CSA team.
• Establishes consistent expectations and processes for territory management, customer visits, post-sale follow-up, machine profiling, inspections, opportunity development, quoting, and follow-through.
• Conducts regular one-on-one meetings, field ride-alongs, and customer visits with CSAs to improve individual and team effectiveness.
• Develops and continuously improves CSA processes, tools, and operating practices to increase customer engagement and Parts and Service sales.
• Uses customer, equipment, and business data to help CSAs prioritize customers, machine populations, and Aftermarket opportunities.
• Tracks CSA activity, opportunities, sales results, customer engagement, and other key performance indicators to measure performance and identify opportunities for improvement.
• Partners with the Director of Aftermarket and Parts, Service, Sales, Rental, and Technology teams to improve customer support and drive Aftermarket growth.
• Identifies training and development needs and shares best practices across the CSA team.

Assigned Territory & Customer Responsibilities

• Maintains direct responsibility for a defined customer territory appropriately sized to balance customer-facing responsibilities with leadership of the CSA team.
• Builds long-term customer relationships through regular onsite visits and serves as a trusted business advisor and primary post-sale resource.
• Manages structured post-sale follow-up for equipment sold within the assigned territory, working with the Sales team to ensure customer satisfaction and identify future opportunities.
• Profiles customer equipment populations and maintains accurate information regarding machines, ownership, utilization, and customer needs.
• Proactively identifies and promotes Parts and Service opportunities including preventative maintenance, maintenance agreements, extended warranties, inspections, repairs, overhauls, standard job quotes, parts programs, and technology solutions.
• Conducts equipment inspections, identifies repair and maintenance needs, coordinates quotes, follows up with customers, and drives opportunities through sales closure.
• Addresses customer concerns and coordinates dealership resources to achieve timely and satisfactory resolution.
• Provides limited technical support where applicable and assists customers with dealership-supported Integrated Technology products.
• Identifies and communicates equipment sales and rental opportunities to the appropriate team members.
• Serves as a field-level intelligence resource by communicating customer needs, competitive activity, equipment trends, and business opportunities.
• Participates in customer clinics, product demonstrations, customer meetings, and other dealership or John Deere events as appropriate.
• Maintains accurate customer, equipment, opportunity, and activity information within applicable dealership systems.
• Complies with all company safety policies and operational guidelines and performs additional duties as assigned.

Experience, Education, Skills and Knowledge:

• 5+ years of experience in customer support, Parts, Service, equipment sales, Aftermarket sales, or a related customer-facing role; heavy equipment dealership experience preferred.
• Previous leadership, supervisory, team-lead, or demonstrated coaching experience preferred.
• Working knowledge of the construction, forestry, agricultural, or heavy equipment industry preferred.
• Demonstrated ability to build strong customer relationships and identify opportunities to grow Parts and Service revenue.
• Strong leadership skills with the ability to coach, develop, motivate, and hold team members accountable.
• Strong business acumen with an understanding of Aftermarket growth, customer retention, and equipment lifecycle support.
• Demonstrated ability to develop and improve processes and drive consistent execution across a team.
• Strong organizational and territory-management skills with the ability to balance personal customer responsibilities with team leadership.
• Excellent customer service, communication, presentation, problem-solving, and interpersonal skills.
• Working knowledge of Microsoft Office and the ability to effectively use dealer business systems and applications such as Service ADVISOR, Parts ADVISOR, DTAC, CCMS, CRM, and related systems.