Manager, Client Support - Tonopah, United States - Empire Cat

Description

Join our dedicated team, committed to delivering excellent service in a fulfilling atmosphere.

ABOUT US:

Established in 1950, Empire Cat is a renowned Caterpillar dealer and a leading private firm in Arizona. We are a third-generation, family-run business with over 3,700 staff spread across 30+ locations in Arizona, Nevada, and parts of Eastern California. While we come from diverse backgrounds, we all share a common goal to ACHIEVE EXCELLENCE. This goal is realized through our dedication to working hard and upholding our core values every single day.

WHAT WE PROVIDE:

• Competitive Compensation
• Generous Vacation & Sick Leave
• Comprehensive Medical/Dental/Vision Coverage
• 401(k) Plan
• Discounts on Tools and Tool Insurance
• Professional Development Opportunities and Technical Training
• And More

JOB SPECIFICS:

Shift

1st/Day Shift

Location

In-Office

Schedule

To be determined by leadership

Salary Range

$10,000.00 to $80,000.00 Annually
Eligible for Commission
Eligible for Bonuses

ROLE SUMMARY:

Responsible for growing, managing, and maintaining Empire's market share in product support for assigned clients. Tasks include understanding the client's business, developing plans to support their goals through optimal use of Empire resources, and collaborating with assigned client Account Managers to maximize overall client engagement. Additionally, the position involves meeting Empire's marketing objectives for the designated client accounts.

KEY RESPONSIBILITIES:

• Assist clients in evaluating and managing their equipment, maintenance, and production programs to ensure peak performance in terms of availability and operating costs.
• Collaborate with assigned client Account Manager to create annual business marketing plans.
• Present annual product support budgets for assigned clients.
• Develop customer coverage plans in conjunction with client Account Managers, subject to management approval.
• Schedule visits to foster positive client relationships.
• Effectively market and promote merchandising offerings and campaigns to position Empire as the preferred Product Support provider.
• Provide internal feedback to drive changes necessary to meet market demands and offer viable client solutions.
• Distribute Empire's products and services as solutions that help clients reduce their equipment owning and operating costs.
• Manage current client call lists and identify and onboard new clients in the territory as needed.
• Have a thorough understanding of clients and the territory to forecast growth potential, target accounts, and propose alternative solutions.
• Foster a culture of ownership and accountability where every individual is responsible for their performance.
• Adhere to all safety policies, company procedures, and standards to work securely.

ADDITIONAL DUTIES:

• Utilize Caterpillar's tools and computer programs to administer an active, up-to-date track service program for clients in the assigned territory.
• Manage client undercarriage and ground engaging tool requirements, maintaining precise equipment records and updating clients on cost-effective options.
• Enhance client experiences by educating them on different service facilities and involving experts in the solution process when necessary.
• Stay informed about competitors' activities to ensure Empire maintains a competitive edge.
• Use available technology (Internet, email) to stay updated on the latest offerings and communicate current issues to clients.
• Deliver all client quotes in a professional and comprehensive manner.
• Document and report any issues impacting client satisfaction through Sales Link to the relevant department. Seek management assistance when needed to resolve issues.
• Promote and uphold corporate values.

REQUIREMENTS:

• Must possess management skills to assist clients in achieving their goals while promoting Empire's value-added products and services.
• Must be a self-motivated initiator.
• Must have strong interpersonal skills to assist clients and colleagues professionally.
• Must possess mechanical knowledge to comprehend client equipment opportunities and relay them appropriately within Empire.
• Must have proficiency in using Internet, email, spreadsheets, word processing programs, and database management.
• Must maintain satisfactory attendance as per company standards.
• Must have excellent written and verbal communication abilities.
• Must have a basic understanding of business financial metrics.
• Must be capable of resolving complex client/dealer issues to benefit both parties.
• Must have a sound knowledge of Empire's product and service departments.
• Must operate within and adhere to Empire's policies and procedures.
• Ability to maintain consistent attendance.

QUALIFICATIONS AND EXPERIENCE:

• High school diploma or equivalent required.
• Preferably a college degree.
• Must hold a valid driver's license.
• Minimum of 3 years' experience in a related field or equivalent technical background.
• Must be proficient in English (speaking, reading, writing, comprehension).
• Service or Parts experience at Empire or another Caterpillar dealer preferred.

PHYSICAL REQUIREMENTS:

The physical demands detailed here are representative of those that must be met by an employee to effectively perform the necessary job functions. Reasonable accommodations can be made for individuals with disabilities.

• Regular requirements include standing, walking, using hands, talking, and hearing.
• Frequent requirements consist of sitting, reaching outward, reaching above shoulder height.
• Occasional requirements involve climbing, crawling, squatting or kneeling, bending, and tasting or smelling.
• Regular lifting and moving of items up to 20 pounds.
• Specific vision abilities needed include close vision, ability to adjust focus, depth perception, peripheral vision, and distance vision.
• This role is classified as a "Safety-Sensitive Position" encompassing tasks that have the potential to impact the safety or health of the performing employee and others.

WORKING CONDITIONS:
The work environment depicted here mirrors the conditions employees face while fulfilling the job's crucial functions. Reasonable accommodations can be made for individuals with disabilities.

• Regular exposure to outdoor weather conditions and extreme hot/cold temperatures.
• Frequent exposure to wet/humid conditions, toxic/caustic chemicals, and moving mechanical parts.
• Occasional exposure to risks like electrical shock, vibration, and high, precarious places.
• Commonly loud noise levels in the work setting.
• Operation of machinery and tools necessitates safety equipment, including but not limited to: safety glasses and hearing protectors.
• MSHA training mandatory.

DISCLAIMER:
The statements above aim to outline the nature and level of work performed by individuals in this role. They do not encompass every responsibility, duty, or skill needed for this position. The role's scope does not cover setting corporate policy or act as a company's managing agent.

Empire is devoted to collaborating with and offering accommodations to individuals with disabilities. Should you require accommodations during the employment process due to a medical condition or disability, please reach out to us with details of your request and contact information.

Empire Southwest is an Equal Opportunity Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

Additional Information

• Job Family 402 Parts/Service Sales People
• Pay Type Salary
• Min Hiring Rate $10,000.00
• Max Hiring Rate $80,000.00

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