Parts Service Support Specialist
1 week ago
PFlow Industries is seeking a skilled Parts Service Support Specialist to join our team. In this role, you will provide timely and accurate support to customers, dealers, and installers by researching and identifying parts needs and quoting prices for replacement parts. You will also generate quotations, enter orders, and provide frontline support to ensure complete customer satisfaction.
About the Role
The ideal candidate will have at least 5 years of experience in Customer Service, Technical Support, or Field Service Technician roles, preferably in a manufacturing, heavy equipment, or material handling industry. They must have excellent customer service skills, be able to exercise diplomacy and tact in all verbal and written communications, and possess strong problem-solving skills. The ability to read manuals and engineering drawings, as well as proficiency in Microsoft Office and M2K ERP software, is also required.
Responsibilities
This position requires the following responsibilities:
- Respond to customer inquiries in a timely manner within PFlow's guidelines and Product Support standards.
- Generate quotations, enter orders, and provide frontline support to customers.
- Research and identify parts needed by locating drawings, manuals, part numbers, and consulting with Technical Support Advisors or Engineering as needed.
- Resolve product or service problems by clarifying the customer issue, determining the cause of the problem, explaining the best resolution to solve the problem, expediting the correction, and following through to ensure resolution.
- Work with Engineering, Purchasing, and other departments to generate detailed quotations for field repairs and upgrades.
- Process sales orders and generate RMAs (Returned Material Authorizations).
- Maintain a strong working knowledge of procedures, processes, products, and pricing strategies to ensure adherence to these policies and procedures.
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