With over 25 years of experience in the heavy equipment industry, Kimberley Lafrance is a rental specialist. For the past four years, she’s been the one helping Toromont Cat customers rent machines. But her role doesn’t end there; many other assignments call for her expertise. Kimberley agreed to answer a few questions about her job.
Hi Kimberley, can you tell us a little about your career path?
After studying health science, I joined Toromont Cat in 1996 in the Truck division. I looked after warranties and training. I also worked in parts and service, as an internal product support sales rep, then as an inside sales rep. Finally, I was an account manager for municipalities. Since 2018, I’ve been working as a heavy rental specialist in Pointe-Claire.
Wow, that’s impressive! What have you learned over the years?
The key is taking the time to listen! Listening to our customers' needs so we can advise them accordingly and find what’s the best application for their job are what’s most important.
How has technology evolved? How have your customers evolved?
Technology has changed everything. Our customers have adapted to that. The new generation of entrepreneurs are more business-oriented. They’re no longer just looking to rent an excavator to dig a hole; they’re calculating “cost per hour” for every jobsite and require technology that supports their business goals in order to make them more productive, work efficiently and of course, profitability.
How is the heavy rental industry doing? What does it take to be a good rental specialist?
The industry is booming because the demand is there. Customers know exactly what they want. The qualities needed are the ability to multi-task, strong organizational skills, and an excellent knowledge of the products and what they do.
Describe a typical work day for you at Toromont Cat.
In the morning, I start by tackling emergencies, doing machine replacements and replying to emails from our reps. These tasks require the ability to work quickly and efficiently on multiple projects. Then, I follow up on maintenance and machine preparation tasks, customer deliveries and credit department issues, such as warranties and payments. I touch base with the yard to follow up on shipments and the relocation of equipment . I also look after quotes and contact customers to make sure everything is going well. Finally, I manage returns and inspections by calculating the work hours and adjusting the invoices, if necessary.
That sounds like a busy day! You mentioned maintenance. How does that work for rentals?
Our Cat equipment is inspected every 30 days by factory-certified, well-trained Cat technicians who follow Cat recommendations and inspection routines. We also inspect machines when they’re returned to the yard. We want to make sure that our customers are renting equipment that’s in excellent condition!
Thank you so much for answering our questions! I have one last one for you: How would you describe your team and heavy equipment rentals at Toromont Cat?
We work fast and know our jobs very well, our equipment is reliable and we give our customers peace of mind! We have a great network and provide the support they deserve! No matter your project, we have the solutions to help you!
To speak with our rental specialists, call 1-877-887-5335.
