Service Support Representative

Responsibilities

• Administrative Service Support
  • Creates accurate and timely shipping 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 requests.
  • Resolves problems with strong analytical and administrative abilities.
  • Effectively represents Team Altec and communicates any customer needs or requests within Service’s scope to the appropriate Altec entity or external customer.
• Inventory Service Support
  • Assists supervisors and technicians with the scheduling of required inventory actions.
  • Maintains accurate records for dissemination to accounting, supervision, and inventory owners to facilitate continuous improvement in inventory management and accuracy.
  • Conducts freight debriefs per established standards.
  • Creates shipping labels as required for mobile service and centralized shops as directed.
  • Attends peer‑to‑peer training as required to develop and maintain all required skills.
• Parts Service Support
  • Conducts stock parts order entry and form entry as directed per established standards.
  • Researches parts with assistance or oversight of appropriately trained peers and/or supervision.
  • Reconciles requests for parts order follow‑up and escalates as required.
  • Determines correct billing requirements required to fulfill requests accurately and timely by reading bill of materials, parts pages, and related information.
  • Conducts the purchase‑order process within established Altec standards and provides accountability as required.
• Estimating Service Support
  • Reviews requests for estimates and assigns tasks to appropriate team members.
  • Develops accurate service estimates using established processes.
  • Monitors and maintains the service estimating inbox to identify and escalates requests for information and to assist with assignment of required tasks.
  • Determines correct billing requirements required to fulfill requests accurately and timely by reviewing bill of materials, parts pages, and related information.
  • Processes service requests in typical programs such as Oracle and Service Studio.
  • All other duties as assigned.

• High school diploma or GED required.
• Two years of experience in an industry‑related field required (e.g., customer service with manufactured products or product services; material support or inventory control for manufactured products; or service writing in a dealership).
• Or a bachelor’s degree and one year of experience in an industry‑related field preferred (e.g., customer service with manufactured products or product services; material support or inventory control for manufactured products; or service writing in a dealership).
• Hydraulic or mechanical background preferred.
• Must have demonstrated experience 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.

None.

• 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.
• Travel 0–25 %.

• Safety in everything we do.

• Ensures appropriate reviews have been performed as needed for high quality.

• Continuous attention to all job functions ensuring quality products.

• Requires outside and inside contacts to carry out company policy and programs; improper handling will have considerable effect on operational results; must often deal with matters requiring explanation, persuasion, and obtaining of approvals.

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.