Respond to customer inquiries regarding technical issues, aftermarket parts, and rebuilds.
Diagnose and resolve technical problems by conducting detailed research on part numbers and system configurations.
Identify components for special kits and sub-assemblies to support customer needs.
Verify part pricing and availability in coordination with the Customer Support Supervisor or Manager.
Recommend and communicate updates for machine manuals to the Documentation team.
Enter new part numbers into the Finesse system as needed.
Determine warranty coverage for customer requests and advise accordingly.
Assist in identifying Engineering Change Requests and collaborate with Engineering or related teams.
Perform parts lookups and retrieve technical drawings to support purchasing and service.
Participate in the 24/7 on-call support rotation, providing technical assistance during non-business hours.
Your profile:
Associate degree or equivalent from a two-year college or technical school.
Minimum of five years of experience in technical support, customer service, or parts sales for mechanical equipment—or an equivalent combination of education and experience.
Strong troubleshooting skills and ability to interpret technical documentation.
Excellent communication and customer service skills.
Benefits:
Medical, Dental, and Vision insurance available after 30 days of employment.
Generous Educational Reimbursement program.
On-call premium of two (2) hours of OT per customer call while participating in the 24/7 on-call program.
Company-sponsored Life and Disability Insurance.
Paid Time Off and ten (10) paid holidays per year.
