T-1 Parts & Technical Support
About The Position
The T-1 Parts & Technical Support Specialist manages customer inquiries and complaints about BendPak products, including products that are new, recently installed, older, under warranty, or out of warranty. The role diagnoses product issues by gathering information from customers and helps resolve them by explaining corrective steps, assisting with hiring an in-field service provider, or identifying and offering service parts. Service-call notes and customer touchpoints are recorded and tracked in the customer service ticketing system. The specialist supports customers and sales teams through phone, email, chat, video, and in-person communication. The position includes regular customer follow-up, maintaining a target average of completed service tickets per day, sourcing repair parts for older products, troubleshooting equipment to determine required parts, supporting assembly questions, and answering questions about product capabilities and requirements. Product training may take place in the office, on-site, in the field, by video, or through service manuals. The specialist also helps train customer service team members in diagnosing and correcting product problems and using the company knowledge library. Additional work includes entering orders into the ERP system and details into the CRM system, following orders through completion, coordinating with sales, production, shipping, and other relevant parties, resolving fulfillment issues, reviewing returns and charge-back claims, and developing processes to improve order-processing efficiency. The role requires accurate data entry, product and warranty troubleshooting, research, adaptability, professionalism, confidentiality, and the ability to work in a demanding, fast-paced environment. This is not an IT position.
Requirements
- At least 2 years of experience in customer service, order processing, or a related field.
- Strong PC skills, including MS Office (Word, Excel, Outlook), web-based and Windows-based software and databases, and general internet use.
- Accurately type 45–60 words per minute.
- Proficient written and verbal English communication skills.
- Working knowledge of troubleshooting automotive equipment, including car lifts, tire changers, and wheel balancers.
- Strong working knowledge of ERP systems, customer service ticketing systems, and CRM systems.
- Strong data-entry skills and the ability to process large amounts of information accurately and promptly.
- Strong written and oral communication skills and a professional demeanor.
- Comfort performing repetitive tasks and working toward targets.
- Prioritization, time-management, and organizational skills.
- Ability to adapt to changing processes, increased workload, and imminent deadlines while observing corporate standards and guidelines.
- Ability to multitask, self-motivate, and work effectively.
- Strong online research skills for researching new products and identifying or resolving issues with existing and new products.
- Ability to exercise occasional independent judgment to complete work assignments.
- Ability to maintain confidentiality and a cooperative, courteous, team-focused attitude.
- Ability to read and interpret blueprints, product drawings, installation instructions, safety manuals, and maintenance documents.
- Ability to work in a demanding, fast-paced environment and communicate with cross-functional teams.
Nice To Haves
- Bilingual ability in other languages.
- Background in automotive mechanics.
Responsibilities
- Communicate with customers by phone, email, chat, video, and in person to understand and address inquiries or complaints.
- Diagnose product problems based on customer responses and explain recommended corrective steps.
- Assist customers in hiring an in-field service provider or help arrange service, and identify or offer parts needed to correct product deficiencies.
- Record and track service-call notes, customer touchpoints, requests, and resolutions in the ticketing system; monitor escalated issues.
- Answer incoming calls, emails, and chats efficiently in support of customers and sales teams.
- Complete and maintain the target average number of service tickets per day.
- Enter orders into the company ERP system and detailed information into the CRM system.
- Locate and source repair parts for older BendPak products; troubleshoot products to determine required parts.
- Provide technical support for assembly questions and answer inquiries about product capabilities and requirements.
- Follow up with customers regularly by phone and in writing.
- Assist in training customer service team members to diagnose and correct product problems and use the company knowledge library.
- Research problems using databases, email exchanges, the internet, and appropriate company personnel.
- Read and interpret blueprints, product drawings, installation instructions, safety manuals, and maintenance documents.
- Troubleshoot equipment failures and warranty issues.
- Follow customer orders through completion, order parts when necessary, and coordinate with appropriate parties to resolve shipping issues or fulfillment delays.
- Communicate and coordinate with customers, sales, production, and shipping departments to expedite orders accurately.
- Create processes to improve order-processing efficiency.
- Review returns and charge-back claims and work with a supervisor on processes to prevent future chargebacks.
- Perform other duties and assignments as needed or assigned.
- Complete product training, which may include hands-on training, and travel when required.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
