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Parts Service and technical support Advisor
Job Description & How to Apply Below
Key Responsibilities:
- Process parts orders accurately and efficiently.
- Generate quotations for customers and dealers.
- Verify pricing, availability, and lead times.
- Coordinate shipments with warehouse and shipping departments.
- Track orders and communicate delivery updates.
- Provide troubleshooting support related to mechanical, hydraulic, electrical, and structural components.
- Work closely with engineering to resolve technical product issues.
- Support new product introductions with technical documentation and parts breakdowns.
- Process parts orders accurately and efficiently.
- Generate quotations for customers and dealers.
- Verify pricing, availability, and lead times.
- Coordinate shipments with warehouse and shipping departments.
- Track orders and communicate delivery updates.
- Provide troubleshooting support related to mechanical, hydraulic, electrical, and structural components.
- Work closely with engineering to resolve technical product issues.
- Support new product introductions with technical documentation and parts breakdowns.
- Provide exceptional customer service by phone and email
- Respond promptly and professionally to customer inquiries.
- Assist customers in identifying the correct replacement parts.
- Resolve customer concerns in a courteous and timely manner.
- Build and maintain positive relationships with dealers, distributors, and end users.
- Follow up with customers to ensure complete satisfaction.
- Work closely with production, engineering, purchasing, sales, and shipping departments.
- Communicate and document product issues and customer feedback to management.
- Keep customers informed regarding order status, repairs, and warranty decisions.
- Open and maintain service work orders.
- Schedule service appointments as required.
- Coordinate communication between customers and service technicians.
- Maintain accurate service records and documentation.
- Assist in preparing repair estimates.
- Support continuous improvement initiatives.
- Diploma or Degree in Mechanical Engineering, Industrial Engineering, or related technical field preferred.
- Minimum 1 year experience working with heavy-duty equipment, off-road vehicles, or industrial machinery.
- Some understanding of hydraulic systems, electrical systems, powertrain components, and structural assemblies.
- Experience in parts departments or technical service roles is an asset.
- Experience in an OEM, manufacturing, heavy equipment, agricultural, mining, construction, or utility vehicle industry is an asset.
- Ability to read and interpret engineering drawings and exploded parts diagrams.
- Strong mechanical troubleshooting skills.
- Familiarity with ERP systems and parts management software is an asset.
- Proficiency in Microsoft Office.
- Previous experience in customer service, parts, service, or administrative support preferred.
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