• Lead ISR Tractor Product Support

    Req No.
    Regular Full-Time
    Union or Non-Union
    Altorfer Industries Inc.
  • Overview

    Position Title:

    Lead Inside Sale Rep




    Elmhurst Tractor Product Support Sales

    Completed by:

    Andy Edwards

    Reports to:

    Product Support Sales Manager

    Last Updated:

    Nov 27, 2018



    The Lead Inside Sales Rep is responsible to lead, train, and oversee administration related to the ISR team. This includes establishing, qualifying, maintaining contact with small to medium-sized customers to increase sales of machines, work tools, rentals, parts and service solutions. These are customers generally with 0-6 pieces of equipment. The goal is to touch these customers a minimum of 6 times per year via the telephone. In addition, direct mail, electronic, and other promotional campaigns will be utilized with assigned accounts. Customers span all industry types (e.g. industrial, heavy construction, compact construction, etc.). Some customers do not have Caterpillar equipment, but they can still benefit from Altorfer services and offerings to include Great Lakes Equipment Division.


    Basic Duties



    Account qualification and updating. The Lead ISR will proactively manage the ISR team and their associated account base of up to 1100 accounts in an assigned territory using the telephone as his/her primary tool. Employing a disciplined phone call campaign, the ISR’s will qualify accounts, update the customers complete account information and begin to cultivate a relationship. Altorfer’s CRM software (Saleslink) is required for logging all calls, including updating accounts information, creating opportunities, and lead generation.


    Maintain call cycle. The Lead ISR will track, review, and manage call reporting targets for all ISR’s. A minimum of quarterly reports is recommended to ensure adequate productivity and coverage is maintained. ISR’s will strive to maintain a minimum of 125 completed calls per week. The target for completed call is 25-35 per day. The Lead ISR should also dedicate time as required for professional development and training in territory management.


    Maintain accurate account database. The Lead ISR will ensure accurate customer account information and machine population within Altorfer’s CRM system. (Saleslink) This allows the targeting of specific customers for sales and promotions and the tracking of specific account and territory goals.


    Lead development. Lead ISR will direct the development and qualification of equipment and/or parts and service leads and where applicable, forward them to the appropriate Altorfer product support and/or sales contact. Altorfer’s CRM system (Saleslink) must be utilized for documenting all leads that are generated.



    Professional development. Ongoing process encompassing goal setting and establishing attainable monthly, quarterly and/or yearly objectives in conjunction with his/her supervisor to reinforce continuous improvement and attaining sales goals. (SMART GOALS) All ISR’s are expected to complete Caterpillar’s ISR training program & PSSR Foundational Certification.


    Performs other miscellaneous duties as requested. Performs miscellaneous duties and projects as directed by his/her supervisor and may be expected to represent Altorfer at meetings as directed by his/her supervisor.


    Parts Commercial System Administrator

    Oversee PCS administration for manual and automatic claims. This includes monitoring, reconciling, updating, and claiming. Coordinate with accounting to ensure claim credits and debits balance. Coordinate with accounting to set up necessary coding & accounting of new programs as well as necessary reconciliation of existing programs to ensure credits/debits are accounted appropriately.


    SIS and ET Subscriptions:

    Manage all SIS and ET subscriptions for Altorfer Industries. This includes monitoring, reconciling, updating and invoicing SIS and ET for customers.  Coordinate with PSSR for invoicing and troubleshooting/installation.



    • A four year undergraduate degree from an accredited college preferred: or 1 – 3 years related experience and/or training: or equivalent combination of educations and experience.


    • This position has supervision & mentoring responsibilities of all Tractor Product Support Solutions Inside Sales Rep’s.
    • Ensure goals and metrics are in alignment with Corporate Strategic Goals: Profitability/Safety/Market Share & Sales/Customer Loyalty/Employee Engagement.


    • Strong customer service skills to maintain long term strategic relationships.
    • Strong computer skills including, excel, word, CRM software, internet, e-mail, and database management.
    • Excellent organizational skills
    • Excellent time and territory management skills
    • Strong phone skills
    • Must have sales skills to effectively help the customer and to overcome objections and close the sale.
    • Must be a motivated self-starter.
    • Must have interpersonal skills sufficient to assist customers and employees in a professional manor.
    • Must have sufficient mechanic knowledge to understand customer equipment opportunities and to express these opportunities to the appropriate area within Altorfer.
    • Able to effectively network throughout the organization to obtain resources required to meet or exceed customer expectations.

    Equal Opportunity Employer M/F/Disabled/Vets


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