Service

Service Support Representative

This critical service support position is responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

This is not a remote role, and will work in person, at our service center in London, Ohio.

Inventory Service Support

• Assists Supervisors and Technicians with the scheduling of required inventory actions.
• Conducts Freight debrief per established standards.
• Creates shipping labels as required for Mobile Service and Centralized shops as directed/required
• Attends peer to peer training as required to develop and maintain all required skills.
• Manage all inventory at the Columbus Service Center.
• Conduct annual physical inventory at the Columbus Service Center.
• Maintains accurate records for dissemination to Accounting, Supervision.
• Debrief all parts used from on hand inventory.
• Check in, receive, and debrief all parts ordered at Columbus Service Center.

Parts Service Support

• Order all parts needed at Columbus Service Center
• Research parts with assistance/oversight of applicably trained peers and/or supervision.
• Manage all parts returns to PCD.
• Manage all shop and office supplies. Work with local vendors and order supplies when needed.
• Manage all trucks be sent to local sublet shops.
• Contributes to safety improvements within the shop.
• Reconciles requests for parts order follow up and escalate as required.
• Conducts daily inspection of Shop tools and PPE.

Customer Support

• Answer phones
• Greet customers
• Get pertinent info from customers, open SR
• Schedule work into shop with input from Management
• Collect payment from customers, track past due invoices, contact customers with past due invoices for payment
• Interacts directly with customers in a professional manner

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• High School Diploma or GED required and
• Two years of experience in an industry-related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

Or

• Bachelor's Degree and
• One years' experience in industry related field preferred (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

Also,

• Hydraulic or mechanical background preferred
• Service experience preferred
• Must have demonstrated experience of providing high levels of customer support
• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Demonstrated Problem Solving Skills
• Strong attention to detail
• Solid team player with a collaborative nature
• Ability to multitask and handle multiple transactions
• Ability to work effectively in a fast-paced environment
• Excellent written and verbal communication

OTHER POSITION SPECIFICATIONS:

• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Participate in Continuous Improvement Initiatives
• Travel 0-25%

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

Value-Driven: Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development - Teamwork

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.