Product Support Sales Manager

San Leandro, CA posted on October 11


Customer First | Integrity | Excellence | Teamwork | Fun!



About Us:

At Peterson our Vision is to be our customers’ first choice.   We put our customers first and continually strengthen our partnerships through our employee’s hard work, ingenuity and determination.  Our 80 year history is a reflection of our collective efforts and focus.


We provide a family oriented environment that promotes safety, personal growth and professional achievement.   Critical to our continued success is hiring and developing exceptional employees.  We are deeply committed to providing an environment necessary to attract and retain engaged employees who will relentlessly strive to reach Peterson’s strategic goals and vision.  We have high standards for our employees, with good reason.  They represent Peterson, our family, our brand, and our values to customers and our team members.


Why Peterson?

We have high expectations and so do you.  You are exceptionally motivated, have outstanding skills, and are looking for more than just a job.  We offer competitive wages, generous benefits, and promotional opportunities at a family owned and operated business that really cares about employees.  If you want to work side-by-side with others who are passionate about customer service, consider joining our team.  You can help us write more chapters in our success story as we move towards celebrating our 100 year anniversary.


Peterson has an immediate need for an experienced Product Support Sales Manager.  The person in this position can be located at either our San Leandro, CA or Portland, OR location.  The person in the position is accountable for the development, marketing and sales of service products for power systems which include marine, industrial, Electric Power Generation, on highway products and associated systems.  This includes responsibility for planning, staffing and execution of the work that results in an effective sales and marketing organization for the entire Peterson Power Systems territory (CA, OR & WA). 

  • Develop and retain effective product Support Representatives (Includes both PSSR’s and ISR’s):  Provide the coaching, mentoring and development of the human resources within product support sales development.  Assess the gaps in the skills and competencies Product Support Reps require to fulfill their assigned roles and responsibilities.  Develop action plans that will close the gaps and measure performance as the means to seek continuous improvement in the work process.  Accountable for assignment of individual accounts to PSSR’s and ISR’s.  Develop productivity measures for PSSR AND ISR’s performance and make staffing decisions to assure optimum account coverage.


  • Develop and direct parts and service merchandising programs:  These programs include marine, industrial, EPG, on highway customer support agreements and extended service contracts (warranty). Management and leadership responsibility for segmenting Power Systems customers according to their needs, developing the value propositions and corresponding service products that meet those needs.  This includes responsibility for developing the work processes and key performance measurements that lead to the fulfillment of those needs in terms of price, quality and turnaround time.  Responsible for developing proposals that specify the scope (quality), price (meeting margin objectives), and turnaround.  Price is based on the value delivered to customers and provides a return commensurate with Peterson’s risk.  Factory and dealer sponsored sales contests involving PSSR’s are managed so that all goals are reached. 


  • Insure good customer relations and good relations with other corporate departments:  Good relations and communications exist to provide for the team spirit with other corporate and regional departments.  Accountable for continuously improving customer and employee satisfaction.  Develop/modify service products in response to validated customer needs.  Works in a synergistic partnership with Power System Sales Team and Regional Product Support in the development, marketing and delivery of service products to Peterson’s customers.  The General Service Manager and/or Product Support Managers are assisted in resolving customer disputes as requested.


  • Manage product and sales training for PSSR’s and ISR’s: This training includes POPS-C, Service DECAL, New Products, Sales Techniques and Target Accounts.  Working in partnership with new unit sales, responsible for developing account management teams that grow PINS, POP-C and DECAL for assigned accounts.  Caterpillar personnel are used in training efforts as appropriate.  PSSR’s and ISR’s are scheduled in Caterpillar schools as appropriate.


  • Collect and analyze parts and service marketing data:  Regular reports are submitted to management showing POPS-C, Service DECAL, customer machine population, renewal rate(ESC&CSA), win/loss, gross margin performance and new contract sales performance.  Prepare the “break even” and “return on investment” analysis to demonstrate expected returns.  Accountable for meeting Customer Support market share and sales objectives.  Competitive activity is monitored and reported.  Customer surveys are conducted on a regular basis.  New market opportunities are defined and presented to management. 
  • Maintains punctual, regular, and predictable attendance.
  • Works collaboratively in a team environment with a spirit of cooperation.
  • Respectfully takes direction from supervisor/ manager.


Manager is responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Has functional responsibility overseeing the Product Support Representatives and Inside Sales Representatives.


Bachelor's degree (B. A.) from four-year College or university; and 6 years related experience and/or training; or equivalent combination of education and experience. Time as a PSSR is highly desired.  A combination of parts, field service or shop repair experience as a service technician, field service technician, foreman, parts counter person, sales, etc. equivalent to six years’ experience. 


Minimum of 2 years employee management experience; and experience working with customers, different internal departments and employees at different levels of the organization.


We are an equal opportunity employer dedicated to workforce diversity and a drug free workplace.  All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law.  A drug screen and background check is required.