Service Support Representative - Materials

Altec•Indianapolis, IN

32d•Onsite

About The Position

This critical service support position is responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction. This is not a remote role, and will work in person, at our service center in Indianapolis, Indiana.

Requirements

High School Diploma or GED required and
Two years of experience in an industry-related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function
Or
Bachelor's Degree and
One years' experience in industry related field preferred (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function
Must have demonstrated experience of providing high levels of customer support
Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
Demonstrated Problem Solving Skills
Strong attention to detail
Solid team player with a collaborative nature
Ability to multitask and handle multiple transactions
Ability to work effectively in a fast-paced environment
Excellent written and verbal communication
Demonstrated record of responsibility
Extremely detail oriented
Customer Service Oriented
Motivated, goal oriented and persistent
Maintain Company confidentiality
Must handle stress and deadlines well
Participate in Continuous Improvement Initiatives

Nice To Haves

Hydraulic or mechanical background preferred
Service experience preferred

Responsibilities

Assists Supervisors and Technicians with the scheduling of required inventory actions.
Conducts Freight debrief per established standards.
Creates shipping labels as required for Mobile Service and Centralized shops as directed/required
Attends peer to peer training as required to develop and maintain all required skills.
Manage all inventory at the Service Center.
Conduct annual physical inventory at the Service Center.
Maintains accurate records for dissemination to Accounting, Supervision.
Debrief all parts used from on hand inventory.
Check in, receive, and debrief all parts ordered at Service Center.
Order all parts needed at the Service Center
Research parts with assistance/oversight of applicably trained peers and/or supervision.
Manage all parts returns to PCD.
Manage all shop and office supplies. Work with local vendors and order supplies when needed.
Manage all trucks be sent to local sublet shops.
Contributes to safety improvements within the shop.
Reconciles requests for parts order follow up and escalate as required.
Conducts daily inspection of Shop tools and PPE.
Answer phones
Greet customers
Get pertinent info from customers, open SR
Schedule work into shop with input from Management
Collect payment from customers, track past due invoices, contact customers with past due invoices for payment
Interacts directly with customers in a professional manner
All other duties assigned.