Equipment Services Representative
About The Position
The Equipment Services Representative is responsible for managing all incoming equipment repair requests, regardless of equipment ownership (WHK-owned, customer-owned, or third-party owned). This role requires effective communication with customers and vendors, efficient project management, and a customer-first mindset. The Representative plays a critical role in minimizing equipment downtime, protecting customer operations, and driving positive outcomes for both clients and the company. Customers rely on us to resolve equipment issues quickly. Down compactors can result in health code violations, city fines, and major operational disruptions — our speed and execution directly protect their business. This is a contract position with duration up to 6 months.
Requirements
- High school diploma or GED required
- 1–3 years of experience in a customer service, equipment services, or operations support role
- Experience managing cases, service tickets, or work orders in a CRM or ERP system (NetSuite a plus)
Nice To Haves
- Associate’s or bachelor’s degree in business, Operations, or related field preferred
- Prior experience in waste management, facilities, or field services industry a plus
- Experience coordinating with vendors or third-party service providers preferred
Responsibilities
- Manage all incoming repair requests for WHK-owned, customer-owned, and third-party equipment
- Communicate effectively and proactively with customers and vendors throughout the repair lifecycle
- Drive urgency and efficiency in repair completion to minimize customer impact and operational downtime
- Assess the financial impact of repairs, including junk hauls and open tops, based on equipment ownership
- Monitor and manage each repair project from intake through resolution with accuracy and accountability
- Maintain an inventory of commonly used equipment parts for rapid deployment to vendors
- Coordinate part shipments to vendors to reduce equipment downtime and avoid vendor markup costs
- Track inventory levels and proactively reorder parts to ensure availability
- Partner with Customer Service daily to ensure repair cases are identified, converted, and processed in a timely manner
- Submit service requests to Customer Service for open tops, junk hauls, and compactor hauls as needed
- Coordinate with Customer Service through designated Teams chat channels to track and manage open requests
- Collaborate with the Equipment Installation Specialist team on escalations and technical troubleshooting
- Serve as a responsive point of contact for internal teams regarding equipment repair status and resolution
- Accurately process and document repair cases in NetSuite (NS), including converting cases using the designated workflow
- Maintain accurate records of repair activity, vendor communications, and case status
- Utilize internal systems and communication tools to manage workload and ensure visibility across teams
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
