Parts Research Representative

Department:          Parts/Accy Business (171039)

Reports to: Parts Sales Manager

Location:               Wendell, NC

Position Status: Full-Time

Status:                  Hourly, Non-Exempt

Management Level: Non-Management

JOB SUMMARY

The Parts Research Representative (PRR) serves as the primary point of contact for external dealerships regarding questions on anything parts or accessory related to fit or function inquiries. These inquiries can range from applications of model ranges, serial number breaks, ETAs of ordered parts, to collaborating with other departments addressing mis-manufactured parts. PRR will field dealer questions over the phone, CRM cases/claims and through email communications. This role will also include seasonal projects such as advising on recommended stocking guides and maintaining our Excel-based quick reference guides and cross train with order

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KEY RESPONSIBILITIES OF JOB

• Provide phone support on dealer questions concerning parts ordered
• Assist in the Maintenance of Quick Reference Guides and Parts Sales tools
• Investigate serial breaks with manufacturer liaison
• Update and maintain accurate parts breakdowns in the proprietary parts system DPCS
• Ensure accurate pricing for all parts in DPCS
• Collaborate internally to promote dealer satisfaction in the parts ordering process
• Coordinate with the inventory team as well as manufacturer engineers on potential manufacturing errors
• Communicate/record errors found and help work with dealers on a resolution for damaged/improper parts
• Assist with generating a recommended parts list for new and existing models
• Communicate with the purchasing and logistics department on ETAs of parts
• Diagnosing and advising dealers on parts fitment issues, campaigns, or upselling of assemblies
• Helping dealers by explaining technical differences between specific parts (Engines, Cylinder Heads, etc.)
• Coordinating with warehouse teams to expedite high-priority or warranty parts

Organizational Relationship:

The Parts Research Representative will work closely with our Dealer Network, Product Support Department, all Warehousing Facilities, Purchasing Department, IT Department, Territory Managers, and KIOTI internal liaison team.

EDUCATIONAL AND PHYSICAL REQUIREMENTS

• Associate’s degree or equivalent to mechanical knowledge, preferred with mechanical or engineering focus
• Minimum of 2 years of customer service experience
• Experience in or knowledge of mechanics, agricultural/machinery industry preferred
• Ability to read technical data sheets and engineering specs
• Talent for problem-solving and generating unique solutions
• Experience organizing and executing multiple task/projects in tandem
• Must be proficient with MS Office Suite (Word, Excel, Outlook, PowerPoint)