Parts Service and Warranty Coordinator

Surefitters is seeking a motivated Parts and Service Representative to join our team. Enjoy a nice salary, good benefits and a bonus program! Do you enjoy being part of a team and helping internal and external customers get what they need efficiently and accurately. Full-time Position Monday - Friday 8:00 AM to 4:30 PM.

We are a multi-generation family-owned business with a devoted team of employees committed to honoring our company goals. This is evident in the manner which we perform our work and is present in our relationships with both internal and external customers. We recognize the hard work of our employees and strive to provide each with a work/life balance.

Benefits available to qualified employees who work with us

We are committed to providing you with a competitive, comprehensive benefits program that provides the care you and your family need to lead healthy, productive lives. Benefits available to full-time employees.

• Health, Dental, Vision and additional ancillary benefit offerings
• PTO/SICK - 13 days first year
• Paid Holidays
• Employee Bonus Program
• 3% 401K Match

A Parts & Service Representative supports customers in the aftermarket parts and services field and ensures the company sustains customer relations by providing excellent aftermarket support. This position is responsible for selling aftermarket parts and services and coordinating a seamless customer experience. This position reports to the Production Coordinator.

A key accountabilities of the Parts & Service Representative role are as follows.

• Sell snowplows, snowplow parts, and snowplow services to customers via phone, email, in person.
• Create customer proposals, quotes, and service orders.
• Coordinate with production in scheduling aftermarket services and inspections.
• Upsell customers on parts and services based on the result of inspections.

• Sell distributed Tough Lite products to end users and distributors via phone, email, in person.
• Create customer proposals and quotes for distributed products.
• Ensure timely provision of quotes and proposals.
• Utilize pricing tools to achieve target margins on sales.
• Collaborate with business development to secure new business.

• Maintain and foster positive customer relationships.
• Be accountable for the success of client services KPIs.
• Enhance customer retention through exceptional service.
• Interact with customers via email, phone, and in-person in a highly professional manner.
• Utilize CRM and feedback mechanisms to ensure customer satisfaction.
• Generate customer interest by making outbound calls or follow up calls on quotes/bids.

• Participate in cross-functional meetings with sales, engineering, supply chain, and production.
• Drive continuous improvement in processes based on the voice of customer feedback.
• Collaborate with other functional groups to address customer requests and align customer expectations.

• NTEA 101, NTEA 201 Required (can acquire on the job).
• Snowplow product specific training (can acquire on the job).
• Various product certifications provided by manufacturers/suppliers (can acquire on the job).

• Possess moderate knowledge of automotive, trucks, and truck equipment; or be willing to acquire that knowledge on the job with hands‑on training.
• Possess ERP knowledge, specifically Work Wise and OnContact CRM; or be willing to acquire that knowledge on the job.
• Maintain product knowledge of products company distributes; or be willing to acquire that knowledge on the job.
• Must possess excellent skills using Microsoft Office with the ability to communicate effectively, efficiently, and concisely.
• Must have previous experience utilizing CRM systems and maintaining pipeline and customer relationship information.
• Must have previous experience selling parts or services; and/or as a service advisor in an automotive or mobile equipment field.
• Must have experience with outbound calling, customer follow up calls, and creating a world class customer experience.