Inside Sales – Renewal Quotation (ISR) - Service
At HM Cragg, you're more than an employee, you're an owner. Through our ESOP, every team member has a stake in the company's success and the opportunity to share in the value we create together. As we continue to grow and serve some of the biggest names in critical power, we're looking for people who want to make a difference, grow their careers, and help shape what's next.
Position Overview: Protects and expands recurring generator-service revenue across HM Cragg's installed base. The role owns contract renewals and additional-service quotations for existing customers, supports Outside Sales with quotation preparation, and systematically follows up on preventive-maintenance and Service Advisor-generated repair quotations.
Reporting Relationship: The ISR - Service reports to the Senior TSM - Service
Responsibilities/Accountabilities:
- Manage the renewal pipeline and initiate renewal activity sufficiently in advance of contract expiration.
- Prepare accurate and timely renewal and existing-customer service quotations using approved pricing, margin, scope, and contract-term guidelines.
- Prepare and issue quotations for Outside Sales when travel, customer meetings, or workload limits field availability, using the approved scope, pricing, assumptions, and customer information while Outside Sales retains opportunity and relationship ownership.
- Follow up on and close all open generator preventive-maintenance quotations, regardless of origin.
- Follow up on and close repair quotations generated by Service Advisors and document customer disposition, next steps, decision timing, and accepted orders.
- Identify additional-service opportunities from service history, technician recommendations, open findings, prior quotations, and customer requests.
- Escalate opportunities requiring strategic selling, site engagement, scope negotiation, or relationship intervention to Outside Sales.
- Maintain accurate renewal dates, quotation status, sales stages, contacts, equipment information, activities, and next steps in IFS.
- Verify that all required customer, contract, equipment, authorization, and supporting information has been received from Outside Sales or customer and is complete before handing accepted PM, renewal, additional-service, and repair orders off to the Commercial Contract Administrator.
Qualifications:
- Experience in inside sales, service-contract renewal, quotation, customer success, sales support, or service administration.
- Strong attention to detail and the ability to manage a high volume of quotations, follow-ups, and deadlines.
- Clear customer communication, disciplined follow-up, problem-solving ability, and sound commercial judgment.
- Working proficiency with IFS CRM/ERP, Microsoft 365, CoPilot and structured quoting tools.
- Customer-focused, accountable, and aligned with HM Cragg values and company safety, quality, information-security, pricing, approval, and contractual requirements.
- Perform other duties as assigned, consistent with business needs and the general scope and level of the position.
Measures of Success- Star Profile
- Renewal retention and recurring-revenue protection
- On-time renewal quotation
- PM and repair-quote follow-up discipline
- Quote conversion and aging
- Existing-customer expansion revenue and gross profit
- IFS data and pipeline accuracy
- Complete and timely won-order handoffs
Education and Experience:
- Bachelor's degree in business, engineering, construction, technical sales, or a related field; associates degree with equivalent relevant experience considered.
- Experience with generators, engines, electrical power systems, industrial equipment, field service, or mission-critical infrastructure.
Travel expectations:
- Primarily office-based, with occasional travel for meetings, training, customer support, or site familiarization as business needs require.