Highlights
This is a role for a candidate who wants to make a difference and service customers and others in the company!
Numbers & Facts
| Location | Houston, TX |
| Job Type | Full-time |
| Industry | All |
| Salary | $70,000–$90,000 Per Year |
| Additional Compensation | Bonus |
| Website | http://www.e-proact.com/ |
Description
This is a role for a candidate who wants to make a difference and service customers and others in the company!
Job Responsibilities
Serve as a primary technical contact for customers, outside sales, and internal stakeholders regarding rotating equipment issues involving gears, bearings, shafts, couplings, gearboxes, and related components.
Manage incoming equipment and parts, create and maintain customer orders within the ERP system, and provide timely status updates to outside sales and customers.
Evaluate customer repair requirements and develop detailed repair estimates and technical quotations.
Support commercial negotiations and provide technical information required to successfully convert repair and service opportunities.
Coordinate with engineering, operations, quality, procurement, and external repair partners to schedule repairs, source parts, and ensure successful project execution.
Monitor repair projects from initial inquiry through completion, ensuring customer requirements, quality standards, and delivery commitments are met.
Process warranty claims, returns, and repair authorizations while maintaining accurate records and tracking associated warranty costs.
Track key service metrics including response time, resolution time, first-time-fix performance, and warranty trends.
Analyze service performance data to identify recurring issues, process gaps, and opportunities for continuous improvement.
Interpret technical drawings, part catalogs, specifications, and other engineering documentation to support customer inquiries and repair requirements.
Provide timely and accurate communication to sales and customers regarding order status, technical issues, repair progress, and expected delivery dates.
Build strong customer relationships by providing responsive, professional, and technically sound solutions.
Collaborate cross-functionally to resolve customer issues and ensure a high-quality customer
Qualifications
Associate's Degree in Business or related field required; Bachelor's Degree preferred.
3+ years of experience supporting rotating equipment, power transmission products, industrial machinery, or related equipment within customer service, field service, maintenance, engineering, or manufacturing environments.
Strong understanding of rotating equipment and common failure modes, including bearing failure, lubrication issues, misalignment, imbalance, and gear wear.
Experience with industrial gearboxes, gears, bearings, shafts, couplings, or similar mechanical power transmission equipment strongly preferred.
Experience interpreting technical drawings, part catalogs, engineering specifications, and equipment documentation.
Working knowledge of ERP systems; Epicor experience strongly preferred.
Strong customer service, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills with demonstrated customer-facing experience.
Strong organizational and time management skills with the ability to prioritize multiple customer requests and repair projects simultaneously.
Proficiency with Microsoft Office Suite.
Benefits
Medical, Dental, Vision
About Company
A leading manufacturer and service provider of industrial power transmission equipment is seeking a Customer Service Analyst to provide technical customer support and manage quoting and order activities for industrial gears, gearboxes, and related rotating equipment. This individual will serve as a key connection between customers, outside sales, engineering, and operations to diagnose equipment issues, scope repairs