Service Support Specialist

SUMMARY

The Service Support Specialist is responsible for managing aftermarket service requests ensuring customer satisfaction and company profitability. This role involves adhering to established policies and procedures to promptly resolve customer issues and aftermarket part needs. Additional duties include obtaining quotes from suppliers, providing parts status updates, and managing aftermarket support for order entries for all products manufactured in the HLAD production unit.

All responsibilities are performed under the guidance and supervision of the Service Operations Manager.

• Coordinate with customers to determine their needs and requirements.
• Utilize project design paperwork to identify part numbers, sizes, and styles.
• Develop and send price quotes to customers.
• Obtain purchase orders from customers.
• Assist with obtaining quotes from suppliers as necessary.
• Generate sales orders, creating demand in the ERP system.
• Provide documentation to supply chain for procurement of materials.
• Manage aftermarket support for order entry for all products manufactured in the HLAD production unit.
• Create sales orders for the production unit while ensuring customer satisfaction and company profitability.
• Ensure accurate and timely record‑keeping and documentation.
• Maintain an organized filing system for quotes, orders, and communications.
• Provide status updates to the Service Sales Team and Service Ops Team regarding project and parts status.

• Minimum of a High School Diploma or GED required.
• Experience in a technical support and/or aftermarket parts department or related field required.
• Strong written and verbal communication skills, organizational skills, and attention to detail.
• Demonstrated ability to work with a "sense of urgency" to complete tasks promptly and accurately.
• Possess problem‑solving skills and ability to collaborate effectively with others.
• Experience with "Epicor" or other ERP/MRP systems preferred.
• Proficiency in Microsoft Office suite is required, specifically Excel.
• Experience utilizing modern technology tools and automation for order entry is a plus.
• Able to maintain a calm and professional demeanor in a time‑critical environment.

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
• Must have the ability to walk short distances, including non‑climate controlled warehouse at times.
• May require the ability to pick up parcel packages up to 10 lbs in weight.
• Monday – Friday, 8:00 AM – 5:00 PM with additional hours as required.

Note:

This job description is not intended to be an all‑inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employee may be expected to perform other related duties as required to meet the organization’s ongoing needs.