Parts /Warranty Specialist

Big Joe California North Inc•Hayward, CA

2d•Hybrid

About The Position

The Parts/Warranty Specialist position will work closely with dispatch and road technicians, keeping them updated on the status of all road service parts orders and quotes. This position will also be working in NetSuite to create parts and service quotes. This position will maximize Asset Management performance through effective communication. This position will interface with clients and will need to understand strategic scheduling of sales and road technicians, lead communications, strive to increase product knowledge, partner closely with sales and dispatch to implement action plans that enable high accuracy, consistent updates, and accurate parts quoting, ordering, and billing.

Requirements

Excellent verbal/ written communication and presentation skills.
Strong analytical 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.
Excellent organizational, time management, follow-through and multitask skills.
Advanced customer service skills.
Knowledge of the industry is recommended but not required.
Highs School Diploma or GED with business degree preferred.
At least 2 years of related experience as a technical parts representative or field service technician within the material handling industry preferred
Must be proficient in MS Suite
Knowledge of service parts inventory control
Previous experience with NetSuite or other Customer Relationship Management (CRM) software

Nice To Haves

Previous Forklift experience is a plus.

Responsibilities

Hybrid parts quoter/dispatch for zone
Help with PM quotes for propane lifts and look up parts needed
Order parts for zone and quoters
Perform on the spot quotes if we can fix the unit on the spot or Uber the parts from shop
Order parts for warranty claims per zone and work w/mfg. directly immediately and get quote approval and help w/claim
Provide customer/dispatcher eta for parts and eta for rental visit
Help plan tech schedule for PM and be prepared to support
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 arts 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, to prepare for accurate invoicing, as required
Maintain direct contact with current and prospective customers. Update customers regarding the status of back-ordered parts in an acceptable time frame. Advises customers 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.
Assists clients with purchasing and servicing of material handling equipment in an efficient manner.
Assists shop technicians and road technicians with any requests, including parts and estimates.
Assists walk in and telephone customers in purchasing parts and services.
File and process warranty claims
Follow up with manufactures on current claims
Follow up with manufactures about parts on orders regarding warranty Work Orders
Other duties as assigned