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Spares & Service Support Specialist

2 months ago

Wilsonville, United States DWFritz Full time
Position Purpose

The Spares and Service Support Specialist is responsible for coordinating spare parts sales orders, by creating and managing the sales orders in the ERP system, preparing quotes, creating documents and folders, expediting parts, maintaining parts lists, document control, and invoicing and completing the sale order. Responsibilities also include working with the Technical Services Manager to manage post shipment service/support projects and RMA requests for returned or exchanged parts.

The Spares and Service Support Specialist will proactively provide information to and communicate with DWFritz staff in Wilsonville and China.

This position requires direct customer contact. Occasionally may be required to work flexible hours.

Responsibilities

Spares

  • Coordinates the completion of spare parts quotes from quote to shipment.
  • Collaborates and communicates with the customer and the DWFritz technical service manager to understand spare part deliverables.
  • Creates sales order setup, routings and operations in ERP database management system.
  • Determines material requirements and delivery for spares quote, including cost, lead time, and minimum/maximum purchasing.
  • Determines labor requirements and communicates resource requirements.
  • Completes estimate worksheet for spares quotes.
  • Submits quotes to customers.
  • Creates and updates spare parts lists.
  • Receives and tracks spare parts and service purchase orders.
  • Creates and tracks sales orders and billing.
  • Creates parts and spares bills of material in ERP.
  • Creates purchasing demand.
  • Manages sales order parts by tracking critical components and expediting parts.
  • Prepares parts for shipment and communicates shipping requirements to logistics.
  • Manages spares inventory at multiple locations, maintains minimum stock levels.
  • Coordinates spares requirements with international service teams.
Service Support and RMA Requests
  • Collaborates and communicates with the DWFritz Technical Service Manager to understand service support projects and RMA deliverables.
  • Tracks time and material service/support jobs with established labor rates and material markup.
  • Assigns RMA number, logs and tracks RMA requests for returned or exchanged parts.
General Support
  • Assists Technical Service Manager with special projects.
  • Generates reports for service team and management.
  • Coordinates and facilitates team meetings.
Knowledge, Skills and Abilities
  • Ability to work independently.
  • MS Office Word and Excel knowledge or proficiency.
  • Excellent oral, written, problem solving, customer service, time management and organizational skills.
  • High attention to detail and accuracy.
  • A demonstrated ability to work effectively in a multi-department, multi-location, multi-cultural and matrix organization.
  • Ability to maintain confidentiality.
  • Ability to prioritize concurrent tasks.
Education and Experience
  • 1-3 years engineering or service support.
  • Enterprise resource planning (ERP) system experience is a plus.
  • Multi-cultural experience a plus.
Interpersonal Contacts External to DWFritz
  • Customer Interaction includes phone and email.
Internal to DWFritz
  • All internal departments.
Work Environment
  • This job operates in a professional office and/or manufacturing environment.
Physical Demands
  • The employee is required to communicate with staff including talking and hearing. The employee may occasionally lift up to 25 pounds; bend, stoop, grasp. Occasional walking and standing is required. The employee may be working at a personal computer workstation for long periods.


Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The above description is intended to identify the essential functions and requirements for the performance of this job. It is not to be construed as a complete statement of duties, responsibilities or requirements. All jobs require behaviors consistent with our Core Values and Culture.