Hurco is looking for a Technical Parts & Customer Support Specialist to join our team at our Indianapolis, Indiana facility. This position plays a key role in supporting customers and distributors with technical parts inquiries, identifying replacement components, developing sourcing solutions, and helping ensure parts-related issues are resolved accurately and efficiently.
The ideal candidate combines strong customer service skills with mechanical aptitude, technical problem-solving ability, and a process-improvement mindset. This position works closely with customers, distributors, Purchasing, Engineering, Technical Support, Service, and suppliers to identify solutions and improve the overall customer experience.
Duties and Responsibilities
- Serve as a technical resource for customers, distributors, and internal departments regarding machine tool parts, components, and assemblies.
- Research customer and distributor inquiries to identify the correct parts, components, and assemblies needed.
- Review mechanical and electrical schematics, exploded assembly drawings, bills of materials, parts catalogs, and technical documentation to identify components.
- Cross-reference OEM part numbers, supplier information, specifications, and available inventory to determine appropriate replacement components.
- Work with Purchasing, Engineering, Technical Support, Service, and vendors to research and resolve technical parts questions.
- Assist customers and distributors in identifying replacement parts and provide accurate technical information.
- Troubleshoot parts-related issues and determine appropriate solutions based on technical documentation and available information.
- Maintain accurate parts, supplier, and customer information within company systems.
- Utilize ERP and ticketing systems to track requests, research information, document solutions, and communicate status.
- Develop, document, and maintain work instructions, SOPs, training materials, and process controls.
- Assist with continuous improvement initiatives within the Parts and Customer Support functions.
Required Qualifications and Skills
- 2+ years of customer service, technical support, parts, purchasing, manufacturing, or related experience.
- Mechanical aptitude and the ability to understand technical documentation, schematics, parts breakdowns, and machine components.
- Familiarity with Bills of Materials (BOMs), parts catalogs, or exploded assembly drawings.
- Experience researching and cross-referencing OEM part numbers, supplier information, and technical specifications.
- Ability to communicate effectively with customers, distributors, vendors, and internal departments.
- Strong organizational skills and attention to detail.
- Strong computer skills, including Microsoft Excel and Outlook. Experience with ERP system preferred, Microsoft Dynamics 365 Finance & Operations a bonus.