What are the responsibilities and job description for the Parts Specialist III position at Generac?
The Parts Specialist III is responsible for providing accurate service parts information to our authorized dealer network including fielding and resolving issues under limited supervision and minimal guidance from leadership.
Assist customers in a variety of questions, requests, and issues, effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.
Responsibilities
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel.
Assist customers in a variety of questions, requests, and issues, effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.
Responsibilities
- Provides accurate information to the Dealer Network in a friendly manner.
- Administrates inbound and outbound customer contacts and uses existing procedures to solve routine and non-routine to complex customer contacts.
- Order Management - Maintain parts orders with moderate to complex SAP transactions.
- Communicate directly with shipping facility on order issues.
- Administrate parts changes/creation under current process
- Assists in process/policy and continuous improvement initiatives.
- Assist in creating and maintaining work instructions or other appropriate documents as needed.
- Achieves Service metrics goals for customer contacts
- Serve as an expert for team and take escalated customer contacts and follow through to resolution;
- Maintains business and product knowledge through training and continuing education
- Trains and mentor less experienced Parts Specialist
- Performs other duties as assigned.
- Associate Degree or equivalent experience in relevant field
- 3 years related experience
- Advanced knowledge of SAP
- Electrical or mechanical aptitude and ability to read exploded views
- Bilingual Spanish
- Excellent Customer Service skills;
- Ability to communicate verbally and in writing in a professional manner;
- Strong order/inventory management skills
- Strong understanding and knowledge of engine/generator maintenance schedules and requirements
- Strong knowledge of Microsoft office suite
- Advanced problem-solving skills
- Ability to remain calm in high-stress situations
- Basic leadership competencies
- Ability to work independently and make decisions in the best interest of the customer and the company
- Can do attitude with emphasis on teamwork.
- Advanced SAP/order management knowledge
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel.