I. Position Objective

• Conducts market research, in house or outsourced, to gain knowledge and understanding necessary to quantify and qualify growth opportunities. Analyzes data and provides summaries, recommendations, trends, etc. to sales and operations staff for the purpose of facilitating strategy development. 
• Works effectively, cooperatively, and synergistically with management and support staff to assure continually increasing customer share and enhanced sales and profitability.
• Assist in the development of programs directed to increase attachment and parts sales.
• Utilizes a consistent, systematic planning structure and process to target the entire region with a proactive plan to grow sales in the region. Blends strategies, action plans, goals, ad/pro support, and other ingredients to complete a comprehensive, well documented, marketing plan for the region.
• Must have a fundamental understanding of Microsoft Office Products, CRM, and SmartSheet solutions.

• May require an associate degree in a related area and/or 3-5 years of experience in the field or in a related area.
• In-depth knowledge of commonly used concepts, practices, and sales processes.
• Relies on minimal supervision and instruction on pre-established guidelines to perform the functions of the job.
• A high degree of independent judgment in resolving issues.
• Excellent planning, project management and problem resolution skills along with superior communication and interpersonal abilities.
• Conversant and knowledgeable with standard industry terms and related topics.
• Team player.

IV. Difficulty of Work and Responsibility

• Motivated, interested, and effective at achieving targets and group tasks
• Sets multiple personal and/or work group objectives each with clear intent, metrics, action steps timeframes and responsibility
  • Is familiar with customer and employee satisfaction efforts and metrics and works to improve them
  • Helps others achieve their objectives
  • Generally, accomplishes most personal and/or work group objectives
  • Communicates objectives to others involved and metrics to others involved and reviews progress regularly
  • Assures objectives are supportive of and aligned with personal, corporate and work group objectives
• Supportive of and helpful in achieving corporate and divisional initiatives
• Aggressively pursues safe working conditions and behaviors for and with all employees

• Able to achieve results using the DMAIC and/or RIW processes within personal span of control
• Effective at problem solving
  • Basic analysis
  • Collecting data
  • Implementing solutions
  • Measuring results
  • Adjusting as required
  • Go to guy for his work area in looking for solutions
  • Is willing to look outside the work area to “borrow” solutions and ideas from others
  • Identifies and eliminates root causes of problems to improve processes and/or results

• Sees the potential, wants to make things better
• Able to analyze and interpret data, use benchmarks, and take corrective action for the purpose of improving performance.

• Understands the principles of Price, Quality and Turnaround and practices them consistently and well
  • Always maintains mutual expectations with customers on what products or services will cost; never surprises a customer with an invoice
  • Ensures price charged represents good value, and able to justify why that price is fair and reasonable
  • When committing to a price always sticks to the commitment
  • Ensures the customer maintains control over decisions that affect the price he ultimately pays
  • Understands the level of quality provided by tracking key metrics, benchmarks, and continuously improves processes to improve quality performance
  • Consistently meets promise dates, tracks performance, strives to improve
  • Works hard to respond quickly to customer requests calling on the entire enterprise’s resources if required
• Is familiar with customer satisfaction efforts and metrics and works to improve them
• Coaches, corrects, role models to others appropriate customer service behavior
  • Exhibits empathy for customers and strives for win-win solutions
  • Able to deal effectively with angry, frustrated, and difficult customers
  • Able to solve customer problems using creativity and resourcefulness
  • Acts in the best long-term interest of the customer

• Able to set a course of action and provide direction for the people in the work group
• Able to deliver and receive constructive feedback well
  • Does not make it personal
  • Sticks to the facts and avoids emotion
  • Paints a picture of success
  • Defines mutual expectations
  • Sets timeframe for improvement
  • Provides support
  • Follows up

• Uses very good communication skills both verbal, non-verbal and written
  • Keeps co-workers informed about performance, direction, external environment, helpful information etc.
  • Is mindful of body language and uses it effectively
  • Is a good listener, listens actively, verifies understanding, checks for comprehension, respects the speaker etc.
  • Responds promptly, thoroughly, and professionally to requests, suggestions, and complaints
  • Able to communicate effectively in groups
  • Able to make a presentation before a group of peers or management
  • Has good written communication skills accurately/professionally completing documents required for the job serving both internal and external needs
• Good at prioritizing and addresses top priorities first
• Careful, effective, and timely at making decisions
  • Collects data
  • Gets information from those involved
  • Weighs facts
  • Is decisive
  • Balances short and long-term goals
  • Considers all stakeholders

• Identifies the key skills and behaviors needed in his work area and builds a work group that supplies these attributes through hiring and development
  • Assures PDPs are developed considering input from employees, needs of the business, a plan for accomplishing the PDP and the PDPs are reviewed two to three times annually and are incorporated in the annual evaluation
  • Is a good coach and mentor for individuals in the local workplace, proactively taking the time to educate, inform, reinforce, or correct behavior in a positive, constructive manner, is genuinely interested in the success of the individual
  • Walks the walk and demonstrates the desired skills and behavior on a regular basis, is a good role model
• Leads his work area in a culture of safety first; insisting that employees do not take chances with safety

• Helps others and cooperates proactively
• Works for the mutual benefit of the team seeking agreement and new solutions when possible
• Practices the Golden Rule. Is empathetic, has integrity, is fair and honest, does what he says he will do
• Able to develop strong long-term relationships with people inside and outside the company

• Strong working knowledge of PC based software such as Microsoft Office, CRM, Smartsheet, and other PC operating systems and Adobe products. 
• Must have strong communications and trainer skills.
• Must be organized and have strong record keeping skills.
• Needs minimum guidance and supervision in completing the tasks of problem resolution.
• Familiar with communications technology for cellular, VPN, telephony, PDA’s, Internet, Intranet
• Test and evaluate new PC software and hardware before deployment. Recommend implementation support policies.
• Be able to work remotely and support users using communications technology.
• Support of help desk software and ensure all tickets are managed and closed for Product Support projects.
• Stay current on new hardware and software deployed at IronCraft. 
• Understand IronCraft systems and processes. Assist with support as required.