Parts /Warranty Specialist at Big Joe California North in Hayward, CA

Description

JOB SUMMARY

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.

DUTIES AND 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

Requirements

REQUIRED SKILLS/ABILITIES:  

• 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.

EDUCATION AND EXPERIENCE:  

• 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
• Previous Forklift experience is a plus.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 50 pounds at times.
• Vision abilities include close vision and the ability to adjust focus.
• Ability to function in a work environment with moderate noise level from several sources creating constant activity.

M-F 7:00 am - 4:00 pm