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Customer Service Repair Specialist, Seattle, Washington

Created 11/01/2021
Reference R0004771
Category Communications & Corporate Affairs
Job type Full Time
Country United States
State Washington
City Seattle

Job Description:

POSITION SUMMARY:

This Customer Service Repair Specialist will be responsible for customer service contacts with international and domestic companies to ensure delivery of excellent customer service. The focus of this position is on remanufactured and repaired products.  The position exists to assist our customers with prompt and accurate support and information that they need in order to purchase from our company.  This position is responsible for driving increased sales by developing strong relationships with global customers through conducting outbound communications (phone calls, e-mail, etc.).  The position will work closely with Production, Supply Chain, and Field Sales to develop effective communication tools highlighting the value of H-E Parts Mining product offering.  When required, Inside Sales will provide after-hour coverage of customer service calls to ensure H-E Parts International maintains excellence in service levels. 

 

RESPONSIBILITIES:

 

  • Conduct all activities in a safe manner, utilizing PPE and adhering to HEPI policies and statutory regulations and alerting others regarding potential concerns.
  • Conduct outbound communications with global customers offering and educating customers on product value and functionality.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Assists customers and Sales Representatives with product information including part numbers, pricing, and availability
  • Provide customer and billing reports as needed for accounting and management
  • Provide Sales force technical backing and expertise for customer communications
  • Formulates repair and rebuild estimates ensuring a professional delivery of quotations to Sales Representatives and Customers.  Review Build of Materials for accuracy
  • Synthesize costed repair shop work order evaluations into a repair quote that explains the condition of the customer’s component, the proposed repair process, the parts used and the final cost of the repair.  Provide itemized parts and labor price, photographic documentation and expected lead times as required by the customer.
  • Assist Shop Supervisor to inspect product to verify production specifications and expectations of quality are met.
  • Oversees the orderly scheduling of projects and work orders through the shop. Assists in ensuring production schedules are as efficiently processed as possible. Manages the production board.
  • Works cooperatively with technicians to ensure completion of component reports are completed fully and accurately.
  • Consult with parts desk (buyer/planner) to make certain parts are ordered properly for production orders.                                                                           
  • Inspect incoming repaired components for accuracy and quality workmanship.
  • Collaborate with engineering and technicians to evaluate warranty claims, formulate failure analysis and produce warranty reports for the customer and sales.
  • Create shop work orders for remanufactured and repair products.   Review shop work order repair evaluations for accuracy, thoroughness and to ensure that best practices are utilized in the repair process.
  • Provide support to the Shop Supervisor when required to do so (vacation times, sick time, etc.)
  • Assist Shop Supervisor to conduct daily startup & toolbox safety meetings.
  • Provide leadership for safety, loss prevention and cost reduction activities.

DECISION MAKING:

Position will not be required to make decisions that will directly impact the department.

 

INTERNAL/EXTERNAL CONTACTS:

Department managers

Current/potential customers.

 

QUALIFICATIONS: EDUCATION and/or EXPERIENCE:

 

  • Bachelor’s Degree.
  • 3-5 years customer service/support experience 
  • Excellent written, verbal, and interpersonal communication skills
  • MS Office Suite (*MS Word, Excel, Access, Outlook, PowerPoint), and Internet
  • Mechanical background is necessary to effectively communicate with shop personnel on customer’s repair needs, review work order repair evaluations, evaluate warranty claims and recommend alternative repair processes.

 

Preferred Qualifications

  • The ideal candidate will have experience in the mining and/or industrial sector.
  • 3-5 years MRP/ERP experience
  • Ability to maintain accurate and detailed records
  • Working knowledge of the mechanical functions of heavy mining equipment with an emphasis on Wheel Groups, Suspensions, and Cylinders.
  • Work independently and be a team player within the department and the organization.
  • Exhibit exceptional organizational skills and be a problem solver.
  • Work completely and accurately under time constraints and deadlines.
  • Work in a fast pace environment and prioritize multiple work assignments

 

 

PHYSICAL DEMANDS

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the role. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job. While performing the responsibilities of the CSR, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is move throughout the office and reach with arms and hands. Vision abilities required by this job include close vision. Work is performed primarily in a standard office setting.

  • Sitting for prolonged periods of time - up to 8 hours or more per day.
  • Appearance at all times must represent the company image.
  • Work area may have fluorescent lighting and air conditioning.


WORK ENVIRONMENT:


The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. While performing the duties of this position, the employee is regularly exposed to moving objects (materials handled and transported throughout the plant via cranes, fork trucks and other employees). The employee is frequently exposed to airborne particles. The employee is also frequently exposed to sharp and abrasive edges which may result in scrapes, cuts, and bruises. The employee is occasionally exposed to humid conditions. The noise level in the work environment is usually loud.

 

SAFETY:                                                                                                       

All employees must complete initial Safety Training.  Employees must ensure compliance with all safety policies, procedures, and work practices established by H-E Parts International. Avoid any activity that creates or poses a serious hazard to themselves or others while working for H-E Parts International.  Immediately bring any safety concern to your supervisor, or others designated by departmental procedures.  If any employee believes that performing an assigned work task or activity may pose a serious risk to life or health, discuss the issue immediately and directly with your supervisor.  Prior to operating any equipment supplied by H-E Parts International, employees are to be adequately trained, equipped, monitored, evaluated, and guided as appropriate, to comply with established safety policies, standards, and procedures.   

 

ACKNOWLEDGEMENT

I acknowledge that I have read and understand the above job responsibilities and requirements, certify that I am physically capable of performing the duties indicated, and agree to all the above conditions of employment, if offered the position.  I understand that a separate agreement containing starting date, pay rate(s), and a confidentiality agreement will be executed for any offer of employment made by H-E Parts International

[IF YOU DO NOT HAVE A RESUME, PLEASE EMAIL HEPICAREERS@H-EPARTS.COM]