Parts Support Representative

Komatsu•Lively, VA

55d

About The Position

Reporting to the Factory Parts Support Supervisor, the Parts Support Representative will act as the primary contact for regional branches and dealers, handling parts and service orders, and general customer service inquiries with professionalism and accountability. As a key member of the aftermarket team, the role will also focus on building long-term customer satisfaction through proactive sales calls and ensuring adequate inventory of parts and support urgent parts orders by coordinating with inventory, production, and supply chain to meet customer needs efficiently.

Requirements

2 - 5 years' customer service experience in a fast-paced industrial environment.
ERP system knowledge and experience, SAP preferred.
High degree of personal accountability and follow-up skills.
Excellent communication and organizational skills.
Strong computer proficiency including MS Office programs.
Ability to work within a virtual, collaborative team environment with minimal supervision, to achieve both individual and team success.

Nice To Haves

Heavy mobile underground equipment knowledge and experience is an asset.
Warehousing experience.
Above average technical understanding of how Komatsu Mining Hard Rock mining equipment operates with reference to parts requirements.

Responsibilities

Correspond verbally, electronically and in writing on a daily basis with defined regional branch and dealer customers to provide a high level of customer service related to the requirements for parts and service orders.
Work directly with sales team, factory support staff, operations to coordinate opportunities for parts and components order escalation.
Prepare the required information for inventory corrections and adjustments for specified customers on a daily weekly and monthly basis (e.g., warranty returns and credits).
Work with inventory management and purchasing staff to facilitate effective planning for inventory.
Regular monitoring and informing regional branches and dealers of daily/weekly or monthly updates about parts issues and critical spares.
Due to the continuous operating nature of customers, this role requires the person to work additional hours when required, potentially after hours or holidays on-call.
Understand installed base by customer and potential for parts and service needs.
Ensure new parts setup is completed in SAP through work with technical publications, document control, production planning and finance.
Takes ownership of order and service issues and ensures commitments are met as promised.
Proactively informs regional branches and dealers of any changes to order status, backlog issues, or other relevant matters.
Creates monthly parts reports as required on backlogs, order status, expediting, etc.
Monitor OTD status of parts orders and complete follow up actions with manufacturing, vendors, supply chain and warehousing to ensure parts are meeting delivery targets.
Advises supervisor of concerns and solicits support as needed.
Create, monitor, and resolve non-conformance shipping disputes in the ERP system.
Lead on all drop-ship orders.
Regular contact with dispatch on shipping method changes.