Estimator, Customer Service​/HelpDesk, Technical Support

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Th e Project Manager/ Estimator will be responsible for customer service contacts with international and domestic companies to ensure delivery of excellent customer service. The focus of this position is on remanufactured and repaired products. T his position will work closely with Production and Field Sales to develop effective communication tools highlighting the value of H-E Parts Miningproduct offering.

• Conduct all activities in a safe manner, utilizing PPE and adhering to HEPI policies and statutory regulations and alerting others regarding potential concerns.
• Utilize your best effort to service H-E Parts Mining’s customers by assisting our customers with prompt and accurate support and information that they need to purchase from our company.

• Conduct in/ outbound communications with global customers offering and educating customers on product value and functionality and serving as a technical resource .
• Provides support to customers and representatives via telephone, fax, or e-mail daily.
• Assume responsibility for establishing and maintaining effective, professional business relationships with customers.
• Communicate with Field Sales, Production, and Supply Chain departments to enhance our effectiveness of achieving sales goals
• Create shop work orders for remanufactured and repair products and service exchange .
• Review shop work order repair evaluations for accuracy, thoroughness and to ensure that best practices are utilized in the repair process.
• Compare quote with shop work order repair costs for accuracy .
• Receiving of customer components for remanufacturing.
• Review all projects and follow-up on discrepancies.
• Synthesize costed repair shop work order evaluations into a repair quote that explains the condition of the cus tomer’s component , the proposed repair process, the parts used and the final cost of the repair . Provide itemized parts and labor price, photographic documentation and expected lead times as required by the customer.
• Collaborate with engineering to evaluate warranty claims and produce warranty reports for the customer and sales.
• Assists customers with emergency orders as well as orders and/or issues relating to special customer requirements.
• R esolve s customer complaints regarding deliveries, pricing, credits, and warranty issues .
• Follows through quickly and completely to ensure the external or internal customer is satisfied.
• Create and/or update accurate records of customer communication and transactions.
• Maintain privacy of customer account information.
• Other duties/special projects as assigned.

• Position will not be required to make decisions that will directly impact the department.

• Position requires collaboration with department managers and current/potential customers.

• 2-year Associate Degree or c ommensurate e xperience preferred
• 2-5 years’ professional customer service and inside sales experience
• 3-5 years’ experience as shop repair mechanic, planner, or service writer .
• Excellent written, verbal, and interpersonal communication skills
• Mechanical background is necessary to effectively communicate with shop personnel on customer’s repair needs, review work order repair evaluations, evaluate warranty claims and recommend alternative repair processes.
• Ability to maintain accurate and detailed records
• Proficiency and expertise in MS Office Suite (
  * MS Word, Excel, Access, Outlook, PowerPoint), and Internet

• The ideal candidate will have experience in the mining and/or industrial sector.
• Experience with ERP systems in general and PRONTO specifically.
• Working knowledge of the mechanical functions of heavy mining equipment with an emphasis on Wheel Groups, Suspensions, and Cylinders.

• These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the role. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job.…