Product Support & Sales Representative

Direct report to Product Support Manager Manitou Centres SA

Responsibility for: Product Support & Sales Services

Primary focus: Aftermarket Sales and Commercial Growth throughout Manitou Centres SA regions. Focussing on Customer Base Growth & Retention, Market Analysis, WET Sales, Contracting & SLA’s, Special Solutions and Advanced Technical Support.

DUTIES AND RESPONSIBILITIES:

The Product Support Sales Representative (PSSR) is the primary field liaison between our dealership/company and the customer after the initial product purchase (aftersales). You will serve as a trusted technical advisor and commercial partner to clients across the mining, construction, agriculture, and industrial sectors. Your goal is to maximize machine uptime and customer profitability by promoting and selling aftermarket solutions, including attachments, connected services, extended warranties, and comprehensive service agreements.

1.Aftermarket Sales & Commercial Growth

• Service & Maintenance Plans: Promote and sell tailored service plans, preventive maintenance contracts, and Extended Service Coverage (warranties) to maximize machine lifecycle value.
• Attachments & Special Solutions: Identify operational bottlenecks on client sites and actively sell Manitou machine attachments (buckets, forks, jibs, sweepers) and custom engineering solutions tailored to specific industry needs (e.g., specialized mining configurations or agricultural implements).
• Connected Services: Drive the adoption of our telematics and connected services, helping customers utilize data for fleet optimization, predictive maintenance, condition monitoring and operator safety.
• Contracting & SLAs: Negotiate and finalize Service Level Agreements (SLAs) with key accounts, ensuring terms meet both customer uptime requirements and company profitability targets.

2.Technical Support & Consulting

• Conduct regular site visits and machine inspections (walk-arounds) across diverse environments (mines, farms, construction sites, warehouses and industrial operations).
• Provide first-line technical advice, troubleshooting guidance, and wear-and-tear analysis to customers.
• Act as the critical bridge between the customer and the internal service/parts departments to expedite repairs and resolve complex technical issues.
• Educate operators and fleet managers on best practices for telehandler operation to reduce total cost of ownership (TCO).

3.Territory and Account Management

• Develop and execute a structured call route and territory plan to ensure consistent touchpoints with all assigned customers.
• Maintain an accurate and up-to-date CRM database, tracking machine hours, contract expiration dates, and sales pipelines.
• Monitor competitor activity, pricing, and aftermarket strategies within the assigned territory.

4.KPI’s

• Revenue Growth: Achievement of assigned sales quotas for service plans, attachments, extended warranties, connected services (telematics).
• Contract Penetration: Percentage of active telehandler fleet covered by Service Level Agreements (SLAs) or connected service subscriptions.
• Customer Retention: Renewal rate of existing service contracts and extended warranties.
• Territory Coverage: Number of completed field visits and machine inspections per month.

EDUCATION:

• Degree/ Higher Diploma in Mechanical or Electrical Engineering, Business Management, or a related field is highly advantageous.

EXPERIENCE & REQUIREMENTS:

• Experience: 3+ years in product technical support or field service within the heavy machinery, agricultural equipment, or material handling industry.
• Proven track record in B2C sales, contract negotiation, and quota achievement.
• Deep understanding of heavy equipment mechanics, hydraulics, and telematics systems. Familiarity with Manitou products is a distinct advantage.
• Working knowledge of the operational demands and safety standards within mining, construction, and agriculture.
• Customer-centricity is non-negiotable.
• Valid driver’s license, willingness to travel extensively within the territory, and excellent communication skills.

COMPETENCIES AND SKILLS:

• Excellent Internal and external communication skills;
• Intermediate to excellent computer skills related to data analysis and interpretation;
• Technical and commercial business understanding;
• Excellent read and write in English;
• Ability to work collaboratively with colleagues to create a result driven, team-oriented environment.

INTERNAL/EXTERNAL CONNECTIONS:

• Works in partnership with Sales, Service, Parts and STR to ensure a collaborative effort.
• Represents the company as appropriate in its relationships with Key Account customers, new customers, suppliers, competitors, government agencies, professional societies, and similar groups.

LOCATION & EXPECTED TRAVEL:

• Based at Proton Industrial Park, Chloorkop, South Africa.
• Requires extensive travelling within South Africa.
• Occasional overnight stays will be required.

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