Product Support

SUMMARY:
A Well established company in the East Rand is seeking a Product Support Specialist to join their team.

POSITION INFO:
Minimum Requirements:

• Matric
• Mechanical Trade Test
• 2-5 years experience in Forklift or Material Handling industry

• Proactively identify and engage potential customers within the forklift and material handling sector, covering all major brands.
• Build and manage a robust sales pipeline through site visits, cold calling, referrals, and industry networking.
• Effectively communicate the value of Criterion Equipment’s service capabilities to convert prospects from competitors.
• Secure a mix of urgent repair work and substantial workshop jobs such as overhauls, rebuilds, and major repairs.
• Dedicate at least four days per week to on-site customer and prospect visits, with measurable reporting of activity.
• Foster long-term relationships through consistent, planned visits—ensuring visibility, accessibility, and trust.
• Serve as the primary contact for technical inquiries and urgent service support.
• Collaborate with the Service Manager and Workshop Foreman to align service capacity with customer needs.
• Apply strong mechanical and electrical knowledge to diagnose customer issues and recommend practical, effective solutions.
• Utilize the Dealernet platform to identify correct OEM part numbers.
• Source parts for non-domestic machines through the TVH platform.
• Obtain and compare quotes from multiple suppliers, ensuring a balance between quality and cost-efficiency.
• Provide informed advice to customers that minimizes repair costs without sacrificing reliability.
• Generate accurate and timely quotes using the IFS system.
• Demonstrate a clear understanding of Flat Rates and company quoting guidelines.
• Coordinate with the Rental and External Administration teams to ensure smooth job setup, execution, and billing.
• Support month-end processes by closing jobs and finalizing documentation to meet financial deadlines.
• Maintain a rolling two-week forward plan of customer visits at all times.
• Keep comprehensive records of prospects, customer interactions, quotes, and outcomes.
• Regularly report on sales pipeline progress, competitive activity, market trends, and pricing developments.