Customer Service Analyst

Customer Service Analyst Houston, TX This role is required to be on-site (no remote option at this time) Competitive Compensation, Bonus Opportunity, Full Benefits 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, develop technical quotations, and ensure timely execution of customer requirements. The Customer Service Analyst will combine technical knowledge of rotating equipment with strong customer service and project coordination skills. This is a highly collaborative role that requires the ability to manage multiple customer inquiries and repair projects while maintaining accurate documentation, communicating status updates, and driving issues through resolution. Essential 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 experience. Desired 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. Data-driven approach to problem solving with strong attention to detail and accurate record keeping. Continuous improvement mindset with a strong sense of ownership for customer satisfaction and quality outcomes. Ability to work effectively with customers, sales, engineering, operations, quality, and external service providers. Why is This a Great Opportunity Client is in a growth phase #J-18808-Ljbffr