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Parts Support Specialist

3 months ago

Middlebury, United States Jayco Full time
Objective: This role is designed to act as the primary liaison for all dealers and retail clients facing parts service inquiries, while also delivering aftermarket sales and parts assistance.

Key Responsibilities:
  • Act as the principal contact for all parts-related inquiries from dealers and retail clients, effectively addressing and resolving all questions, including complex and escalated issues.
  • Investigate engineering schematics, charts, bills of materials, work orders, and network documentation.
  • Support dealers with part number inquiries, pricing estimates, shipping alternatives, part availability, order status, and modifications to existing orders.
  • Research and establish special make item part numbers, descriptions, and assembly lists.
  • Manage special order requirements for recalls, technical notices, product enhancements, and warranty no-charge orders.
  • Ensure the accuracy and completeness of information on parts orders by possessing a comprehensive understanding of all products for each brand.
  • Facilitate internal communication based on dealership and customer requests; convey information externally regarding parts availability and order status.
Qualifications/Experience:
  • Experience in customer-facing roles is essential.
  • Previous experience in a high-volume call center is advantageous.
  • A background in manufacturing is preferred, with knowledge of RV construction, processes, parts, warranties, Lemon Laws, and recalls.
Required Skills & Competencies:
  • Ability to learn, adapt, and thrive in a dynamic product environment encompassing a wide range of company offerings and programs.
  • Must exhibit a willingness and capability to evaluate problem situations and respond appropriately in a professional manner.
  • Strong communication skills are necessary, with the ability to mediate escalated issues and manage dissatisfied customers.
  • Excellent organizational skills with the capacity to prioritize multiple tasks efficiently while maintaining a positive demeanor.
  • Proficient in Microsoft Office applications, including AX.
Work Environment:
  • This position may involve prolonged periods of sitting, standing, and working in front of a computer monitor in an office environment for the majority of the day.
  • Regular communication with others is required; the use of hands and fingers to operate phones, keyboards, and other office equipment is necessary.
  • Compliance with all safety protocols and procedures is mandatory.
  • This is a full-time position, which may require some flexibility in hours and days worked.
  • No supervisory responsibilities are associated with this role.
  • Remote work is not an option.
  • Consistent attendance is required.
Jayco provides a comprehensive benefits package that includes:
  • Two medical insurance plan options, HSAs, and FSAs.
  • Family Care Clinic for employees and dependents enrolled in a Jayco medical plan.
  • Dental and vision insurance.
  • Disability and life insurance.
  • 401k plan with an annual discretionary match.
  • Wellness benefits.
  • Access to an on-site fitness center.
  • Employee Assistance Program (EAP) benefits.