Product Support Sales Representative

Job description

Job Description:

JOB PURPOSE

To provide exceptional customer service, technical guidance, and product support by serving as the primary commercial link to clients. The role focuses on advising customers on preventative maintenance strategies, equipment configurations, and aftermarket solutions to optimize machine performance, reduce downtime, and lower total operating costs.

KEY RESPONSIBILITIES

• Sales & Account Management: Proactively visit client sites to generate aftermarket revenue across spare parts, maintenance services, and specialized product support programs.
• Lead Generation & Pipeline Execution: Identify, qualify, and develop new sales opportunities, managing a structured sales pipeline from initial contact through to quote conversion and deal closure.
• Customer Relationship Building: Conduct face-to-face site visits with key decision-makers to understand operational challenges, equipment needs, and business objectives.
• Technical & Advisory Consultations: Advise clients on equipment repair needs, service letters, fluid analysis (SOS), telematics monitoring (Product Link), and before-failure repair strategies.
• Lifecycle & Budget Consulting: Partner with clients on maintenance scheduling, component overhauls, and equipment replacement budgets to lower overall owning and operating costs.
• Cross-Functional Coordination: Collaborate closely with internal Parts, Workshop, Field Service, and Equipment Management teams to fulfill client orders and resolve technical inquiries.
• Equipment Inspections: Perform routine physical machine inspections (using mobile inspection tools) to assess equipment wear, record machine status, and generate actionable service recommendations.
• CRM & Data Logging: Utilize CRM tools to log client site visits, machine inspection reports, competitor intelligence, and sales opportunities to ensure database accuracy.
• Target & KPI Achievement: Meet or exceed sales turnover targets, coverage rates, parts and service market penetration metrics, and customer satisfaction benchmarks.

MINIMUM QUALIFICATIONS & EXPERIENCE

Education & Professional Status

• Full Grade 12 Certificate or equivalent secondary education credential.
• University Degree in Mechanical Engineering, Electrical Engineering, or a related technical field.
• Active professional membership in a recognized engineering institution (e.g., EIZ or equivalent local engineering body).
• Valid and clean driver’s license.

Experience & Technical Skills

• Minimum of 5 years of experience in B2B technical sales or customer-facing product support roles within heavy equipment, mining, construction, or industrial sectors.
• Proven track record in B2B value-selling, managing sales pipelines, and executing commercial account plans.
• Practical familiarity with heavy machinery components, power generation systems, or mechanical/electrical maintenance practices.
• Hands-on proficiency with Customer Relationship Management (CRM) tools, enterprise software (such as SAP), and standard office applications.
• Strong analytical, reasoning, and consultative sales capabilities combined with a results-oriented approach.