Job Summary:
The Parts and Service Representative is responsible for providing off-site technical support to customers. They will communicate with customers to understand issues with their machines and guide them to the correct parts needed to fix them. The Parts and Service Representative will need to stay up to date with changes to machines. They will adhere to all Bandit safety, quality, inventory and production guidelines, standards, policies, and procedures.
Duties and Responsibilities:
- {C}{C}Excellent understanding of product lines and mechanical parts.
- {C}{C}Process parts sales orders and other associated tasks.
- {C}{C}Assisting dealer after-market team with parts inquiries, issues, etc.
- {C}{C}Assure that all customers' problems are handled with minimal delay.
- {C}{C}Ability to troubleshoot and give verbal instructions.
- {C}{C}Increase part sales with dealers and customers.
- {C}{C}Ability to work from technical manuals, work instructions, work orders, or historic troubleshooting notes.
- {C}{C}Answer customer questions about parts on their specific make and model of machine.
- {C}{C}Recommend parts or services to customers based on their needs.
- {C}{C}Resolve customer complaints through internal channels in a professional manner.
- {C}{C}Other duties as assigned.
Tiering:
Level I:
- {C}{C}Portal order entry
- {C}{C}Providing Invoices
- {C}{C}Providing Tracking
- {C}{C}Credit Card Running
Level 2:
3 out of the 4 Level I Tasks plus:
- {C}{C}Looking up parts from build sheets
- {C}{C}Diagnosing customer needs
- {C}{C}Level 1 Parts Certified through Internal Training Department
- {C}{C}Ability to do either Parts & Service email tickets or Parts & Service phone calls
Level 3:
7 out of the 8 Level i & II Tasks plus:
- {C}{C}Ability to efficiently do both calls and emails at the same time
Qualifications and Education Requirements:
- {C}{C}Excellent written and verbal communication skills
- {C}{C}Excellent communication, presentation, and customer service skills.
- {C}{C}Proficient computer skills
- {C}{C}Sales background preferred.
- {C}{C}Two (2) or more years of experience in related position
Physical Requirements:
- {C}{C}Occasionally stand, walk, push, pull, stoop, pinch, grasp, and/or bend
- {C}{C}Requires employee to occasionally work both inside/outside in heat/cold, and/or wet/humid conditions.
- {C}{C}Occasionally required to use personal protective equipment (PPE) to prevent injury.
- {C}{C}Occasionally lift 30 pounds