Parts Sales Support Specialist

Brief Description

Parts Sales Support Specialist

About The Role

As part of the SANY America team, SANY America is seeking an experienced and highly motivated Parts Sales Support Specialist with the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth is the appointment of a high-quality Parts Sales Support Specialist who has the knowledge and passion for working with heavy duty construction equipment parts. Under general supervision in technical support and call center environment, the candidate will provide technical parts support to our dealers and end-users through email, phone calls, and online requests. This position is onsite in Peachtree City, GA.

SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share. This role will require someone who can balance multiple tasks while being a problem solver that can create and improve processes with outside-the-box thinking.

With current revenues over $500 million, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share.

Key Responsibilities

This role will work directly with the Dealer Support - Senior Manager to ensure an effective strategy is executed. This will require:

• Delivering parts support to our dealers and end-users as part of our call center or online via Sales Force.
• Record, update, maintain and close cases in Sales Force, documenting dealer and customer inquiries.
• Interact with Sany authorized dealers and customers to provide and process information in response to inquiries, concerns, and requests about parts, parts manuals and parts orders.
• Gather customers’ information and determine the parts the customer needs.
• Research required information using the internet, SAP system and the SIS parts information system.
• Follow standard processes and procedures from the Parts SOP and other applicable policies.
• Identify and escalate priority issues per dealer or customer needs.
• Independently resolve problems involving managers and other departments as appropriate.
• Offer alternative solutions where appropriate with the objective of increasing dealer and customer satisfaction and their business.
• Follow up on pending parts orders and backorders with dealers and customers on a regular and scheduled basis.
• Stay current with and actively help develop and improve IT systems, procedures and processes.
  
  

Required Qualifications

• Associate or higher degree in a related technical discipline or equivalent related professional experience.
• Minimum of 3 years’ experience in heavy equipment mechanics or heavy equipment parts sales or customer service.
• Outstanding phone etiquette, fluent in verbal and written English, with the ability to speak and write clearly and accurately.
• Demonstrate experience and history of providing outstanding customer service.
• Demonstrate knowledge and understanding of mechanical, electrical, and hydraulic systems and components used in construction, material handling and crane equipment.
• High proficiency with computers and in the use of Microsoft Office programs.
• Ability to identify parts, systems, and components reliably and correctly in parts manuals and diagrams and ability to understand, apply, and interpret technical specifications.
• Strong communication, presentation and teamwork skills with the ability to build trust and credibility.
• Demonstrate a high degree of creativity and mature judgement in anticipating and solving non-reoccurring, unprecedented problems.
• Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive).
• High energy with a sense of urgency, resiliency, and self-confidence.
  
  

Work Environment & Physical Requirements

Onsite-Peachtree City, GA

Travel Requirements

N/A

Compensation

Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus and other exceptional benefits.

Medical, dental, and vision

Paid Time Off

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Company Paid STD And LTD Benefits

Life Insurance

Employee Assistance Program (EAP)

EQUAL OPPORTUNITY STATEMENT

SANY America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.