Parts Specialist II

Generac • Waukesha, WI

9d

About The Position

The Parts Specialist II provides accurate service parts information to Generac’s authorized dealer network under general supervision, with minimal guidance from leadership and higher-level Parts Specialists. The role responds to customer questions, requests, and issues; researches and documents them; and tracks and monitors requests through timely resolution. It also manages parts orders, communicates with shipping facilities about order issues, meets service metrics, maintains product and business knowledge, and supports mentoring and process improvement.

Requirements

• Associate degree or equivalent experience in a relevant field.
• Two years of related experience.
• Basic knowledge of SAP.
• Excellent customer service skills.
• Ability to communicate verbally and in writing in a professional manner.
• Solid order and inventory management skills.
• Basic understanding and knowledge of engine and generator maintenance schedules and requirements.
• Solid knowledge of Microsoft Office Suite.
• Solid problem-solving skills.
• Ability to remain calm in high-stress situations.
• Developing leadership competencies, with self-motivation and an emphasis on process improvement.
• Ability to work independently with attention to detail.
• A can-do attitude with an emphasis on teamwork.

Nice To Haves

• Bilingual Spanish.
• Electrical or mechanical ability to read exploded views.

Responsibilities

• Provide accurate information to the Dealer Network in a friendly manner.
• Administer inbound and outbound customer contacts and use existing procedures to address routine and non-routine customer inquiries.
• Maintain parts orders using standard to moderately complex SAP transactions.
• Communicate directly with shipping facilities regarding order issues.
• Achieve service metric goals for customer contacts.
• Attempt to de-escalate customer contacts and ensure a smooth transition when an inquiry is beyond the specialist’s knowledge.
• Maintain business and product knowledge through training and continuing education.
• Mentor less experienced Parts Specialists.
• Participate in process, policy, and continuous improvement.
• Perform other assigned duties.

Benefits

• Health, dental, and vision benefits.
• 401(k).
• Scheduled events throughout the year for employees, retirees, families, and coworkers.
• Volunteer Time Off program for charitable volunteer opportunities during company time.
• Product loan and discount programs.
• Fun Days and other employee occasions focused on teamwork and collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree