Job Description

This role is responsible for managing customer and field service technician parts and service needs from order intake through billing. Key responsibilities include receiving and processing parts and service orders, preparing quotes, coordinating with dispatch to schedule and route field technicians efficiently, and ensuring timely parts fulfillment. The position supports the full service lifecycle, including customer communication, new account setup, credit and billing coordination, and accurate service invoicing. The role also involves researching parts requirements, maintaining strong customer relationships, monitoring satisfaction, and resolving backorders or substitutions, all while delivering high-quality customer service in a fast-paced environment.

Requirements

Job Responsibilities:

• Accepts telephone and email orders for customers and field service technicians with reference to parts needs for repair and service. Receive and place quotes and orders to/by field service technicians and clients.
• Manage complete asset service quoting cycle and effective quoting of service and parts to client demands for road technician services.
• Strategize and plan with Dispatch team repair times. Always keeping field service technicians in a tight geographical region based on zones, scheduled ETA’s, and follows-up with field service technicians and clients to reinforce excellent service coverage.
• Coordinate with dispatch for parts fulfillment.
• Assist in new customer set-up, assignment of credit terms, COD, and billing support.
• Responsible for service billing and invoicing for road service-verifying correct billing information on work order including defining parts if necessary, in order to prepare for accurate invoicing.
• Maintain direct contact with current and prospective customers. Update customers regarding the status of backordered parts in an acceptable time frame. Advises customer on substitution or modification of part when replacement is not available.
• Prepares Sales Orders for invoicing, receives purchase orders, payment, and obtains credit authorization when necessary.
• Determine and research customers parts needs through use of literature, computer programs and parts knowledge as appropriate.
• Enhance customer retention by monitoring customer satisfaction with parts support and by responding to customer concerns/requests.
• Other duties as assigned.

Education and Experience:

• High school diploma or equivalent, with business degree preferred.
• At least two years of experience as a technical parts representative or field service technician within the material handling industry preferred.
• Knowledge of service parts inventory control.
• Previous experience with NetSuite or other Customer Relationship Management software.
• Previous Forklift experience is a plus.
• Excellent verbal and written communication skills.
• Strong organizational skills to prepare and assign routes.
• General understanding of, and familiarity with, machine parts and their functions.
• Ability to work at a fast pace and under pressure.
• Ability to multitask.
• Advanced customer service skills.
• Knowledge of the industry is recommended but not required.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.
• Vision abilities include close vision and ability to adjust focus.
• Ability to function in a work environment with moderate noise level from several sources creating constant activity.