Service Support Representative - Parts & Admin

Why Join Altec? Job Description Why Join Altec?

Altec is proud to have a long history and commitment to Canada.
Altec’s primary products – Made in America – include Aerial Devices, Digger Derricks, Cranes, Chippers, Tracked Equipment, and Specialty Products, found in over 100 countries around the world. In addition to our 8 major manufacturing facilities,
Altec has three final assembly plants, 40+ service centers and an extensive network of field service technicians.

• Values that include Enjoyment of Work and Family
• Career focus, with growth & development encouraged within Altec
• A team environment that shares a passion for service
• Competitive Compensation that rewards performance
• Comprehensive Benefits including extended health care, dental and vision care, RRSP match, wellness programs, company events, tuition reimbursement, paid vacation

The Altec Service Group has service centers and an extensive fleet of mobile service vehicles and technicians across the United States and Canada. This critical service support position is responsible for providing excellent customer support and satisfaction within the Service Support areas:
Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

• High School Diploma or GED required and
• Two years of experience in industry related field required (i.e., Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

• Bachelor’s Degree and
• One years’ experience in industry related field preferred (i.e., Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

• Hydraulic or mechanical background preferred
• Must have demonstrated experience of providing high levels of customer support
• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Demonstrated Problem Solving Skills
• Strong attention to detail
• Solid team player with a collaborative nature
• Ability to multitask and handle multiple transactions
• Ability to work effectively in a fast-paced environment
• Excellent written and verbal communication
• Travel 0 – 25% of the time

Duties below represent the scope of the position.

• Creates accurate and timely repair orders.
• Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
• Performs specific customer requirements for the opening and closing of Service Requests.
• Resolves problems with strong analytical and administrative abilities.
• Resolves Level 1 and 2 Installed Base updates.
• Effectively represents Team Altec;
  Communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer.

• Conducts Freight debrief per established standards.

• Conducts Stock parts order entry, form entry as directed per established standards.
• Researches parts with assistance/oversight of applicable trained peers and/or supervision.

• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Participate in Continuous Improvement Initiatives

Altec Industries Ltd is an equal opportunity employer. Altec welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.