Why a Technician Makes a Strong PSSR: Burt Kerns’ Product Support Advantage

The role of a Product Support Sales Representative (PSSR) goes far beyond parts sales. It requires a deep understanding of how equipment is used, how it wears, and how small issues can impact production. For Burt Kerns, that understanding comes from a career spent fixing machines and training the people who run them.

As a PSSR and trainer at Equipment Corporation of America, Burt brings a technician’s mindset to every customer interaction.

Understanding the Job Before Recommending the Solution

Burt believes effective product support starts with understanding the job site. From drilling methods and ground conditions to tooling selection and consumable wear, the PSSR role requires seeing the full picture.

His background as a technician allows him to identify which components wear fastest, which adjustments are often overlooked, and which issues can quietly derail production. That insight helps customers choose the right tools, parts, and configurations before problems arise.

Preventing Problems, Not Just Fixing Them

One job site experience illustrates Burt’s approach. A contractor struggled with a rented drilling rig after placing a new operator on the machine. Improper setup and inexperience pushed the crew close to being removed from the project.

When Burt arrived, he quickly identified mechanical adjustments that needed correction and spent time coaching the operator on proper technique. By staying on site and observing production, he helped the crew stabilize the job and complete it successfully.

The takeaway was clear: early involvement could have prevented lost time, broken tooling, and unnecessary costs. That lesson shapes how Burt approaches every PSSR engagement.

Broad Equipment Knowledge Across the Job Site

While KLEMM equipment is a major focus of Burt’s expertise, his experience extends well beyond micropile rigs. He has worked extensively with BAUER BG drilling rigs and RTG piling equipment and is certified to conduct operator training on both platforms.

That broad exposure allows Burt to walk onto a wide range of foundation construction job sites and immediately identify wear patterns, setup issues, and opportunities to improve efficiency, regardless of the machine being used.

Training Experience That Elevates Product Support

Burt’s role as a trainer enhances his effectiveness as a PSSR. Because he regularly teaches operators how machines should be used, he can quickly determine whether an issue stems from equipment, setup, or operating technique.

Customers see him as a salesperson and a technical partner—someone invested in keeping production moving safely and efficiently. That trust is built on experience, credibility, and a deep understanding of how machines perform in the real world.

For ECA customers, Burt’s technician-first approach means smarter recommendations, fewer surprises, and product support focused on uptime—not just parts.