Technical Customer Service Representative I

Terex Corporation•Holden, LA

About The Position

The Technical Customer Service Representative I responds to customer parts research requests quickly and accurately to support parts sales. The role communicates with customers, dealers, and vendors by telephone and email; researches bills of materials and other technical sources to identify parts; and focuses on achieving parts sales and customer service goals. The position uses knowledge of fire apparatus and heavy-truck components to identify parts for repair and service. It researches and documents findings, creates part numbers, supports identification of replacements for obsolete parts, promotes and sells aftermarket parts, and helps process work orders and facilitate shipments. The representative maintains positive relationships, communicates professionally, supports team workflow, and performs other duties as required.

Requirements

At least 3 years of fire apparatus-related work and/or 2 years of production line-related work.
Ability to read blueprints.
Basic understanding of heavy truck components, including axles, engines, and cooling systems; electrical systems including multiplex; hydraulic systems; body and cab components; and firefighting pump and plumbing systems.
High school diploma or equivalent.
Mathematical ability for customer service and parts sales processes.
Strong written and oral communication skills.
Practical computer experience, including the Microsoft Office suite.

Responsibilities

Respond to customer parts research requests quickly and accurately.
Communicate with customers, dealers, and vendors via email and telephone.
Use automotive mechanical knowledge to identify the location of parts in fire apparatus.
Identify repair and service parts using schematics, bills of materials, photographs, diagrams, and other computer and hard-copy sources.
Research parts with manufacturers, suppliers, engineers, and technical support teams to facilitate sales.
Create part numbers for customers to order parts.
Work with customer service and purchasing teams to identify replacements for obsolete parts.
Create documents using Word, Excel, PowerPoint, and Adobe to record research findings.
Organize and maintain files documenting parts research for specific fire apparatus and parts.
Recommend and sell aftermarket parts according to established goals.
Provide sales promotions, pricing, and technical information or literature to dealers and customers.
Keep operating managers informed about customer and parts sales trends.
Administer company policies and procedures related to the role.
Communicate professionally, clearly, and concisely in telephone, email, and face-to-face interactions.
Process work orders and help facilitate parts shipments as needed.
Perform or assist with other operations as required to maintain workflow or respond to production requirements.