Technical Support/Parts Sales Associate

Under the direction of the Aftermarket Manager, the Technical Support/Parts Sales Associate provides customer and field service support to assist in troubleshooting through phone, email and text support, as well as specifying and selling repair parts.

Technical Support/Parts Sales Associate Job Responsibilities:

• Resolves all technical support contacts from customers and from field service.
• Maintains the technical service support log with all support contacts from customers and field service.
• Prepares parts quotations based on established prices, or by contacting vendors to obtain costs and to determine mark-ups as required.
• Conducts research and shares information with service, manufacturing and purchasing to identify old or unknown parts to provide a viable solution to customers’ needs.
• Interfaces with engineering, production, and materials in order to quote fabrication jobs.
• Follows up with potential customers and secures orders.
• Receives and reviews purchase orders.
• Prepares sales contracts for orders obtained.
  Estimates and communicates delivery dates to customers for parts orders.
• Enters new customer data and other sales data for current customers into the computer database.
• Tracks and processes back orders, notifying proper personnel as to availability.
• Fields complaints concerning billing or service rendered to designated departments for investigation.
• Recommends services and/or preventive maintenance to customers on an ongoing basis.
  

Technical Support/Parts Sales Associate Job Requirements:

• To perform this job successfully, an individual should have the knowledge or ability to learn the following:  Salesforce (or other CRM programs),  Microsoft Office (Word, Excel, Access, PowerPoint, OneNote, Outlook), Google Workspace (Gmail, Calendar, Meet, Chat, Drive, Docs, Sheets, Slides), Epicor (or other ERP system).
• Basic understanding of mechanical, electrical, and other subassemblies, as well as ability to read and identify components on mechanical and utility drawings/prints.
• Effectively comprehend and respond to external and internal customer needs and requests in a timely manner.
• Excellent communication skills and ability to use telephone, fax machine, copy machine, scanner, and computer.
• Lean Manufacturing or Lean Office experience is a plus.