Customer Service Analyst

Customer Service Analyst

Houston, Texas, United States, 77001 What Timken makes possible begins with you. Those who came before us helped land a man on the moon, create the world's infrastructure, and introduce renewable energy alternatives. Now you can join the Timken team to write your own unique story and help drive what's next. A career at Timken means you can have an immediate impact doing Work That Matters to the world— improving the efficiency of today's industrial equipment and preparing for the future of motion on our planet and beyond. New employees can start contributing right away, and there are many opportunities to advance your career at your own pace. Join our global team of 19,000 people in 45 countries, and start helping our customers push the limits of what's possible in their world of motion. Timken Power Systems, Philadelphia Gear brand has a current opening for a Customer Service Analyst specializing in rotating equipment to provide technical support, and quote/order management for industrial gears and gearboxes. This role bridges customers, outside sales, and internal engineering to diagnose failures, scope repairs, prepare technical quotes, and ensure timely, high-quality service delivery.

Essential Responsibilities:

• Serve as the primary technical contact for outside sales, customers and internal stakeholders for rotating equipment issues (gears, bearings, shafts, couplings, gearboxes).
• Manage incoming parts/units, create and manage orders in the EPICOR, and communicate status updates to outside sales.
• Prepare detailed repair estimates and technical quotations; support commercial negotiations as needed.
• Coordinate with operations, engineering, quality, and external repair partners to schedule repairs, manage parts sourcing, and ensure successful repair execution.
• Process warranty claims, returns, and repair authorizations; track warranty costs and maintain accurate records.
• Track and report service KPIs (response time, resolution time, first-time-fix rate, warranty trend) and identify improvement opportunities.

Technical/Functional Skills:

• Customer-focused with strong problem-solving and troubleshooting skills
• Attention to detail and data-driven decision making
• Time management and ability to prioritize multiple service requests
• Continuous improvement mindset and ownership of quality outcomes
• Provide timely updates to the salesman regarding status of their inquiries/jobs
• Strong knowledge of customer service process and principles
• Proven work experience as a Customer Service Analyst or similar role
• Deliver exceptional customer experience

Basic Qualifications:

• Associate's degree in business-related field required, Bachelor's degree preferred.
• Minimum of 3 years' experience supporting rotating equipment or power transmission products in customer service, field service, maintenance, or engineering roles
• Strong understanding of rotating equipment failure modes (bearing failure, lubrication, misalignment, imbalance, gear wear)
• Experience interpreting technical drawings, part catalogs, and specification sheets
• Strong written and verbal communication skills with customer facing experience
• Skilled in all MS Office products
• Working knowledge of ERP systems, preferably Epicor

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.

Why Choose Timken?

• Over a century of knowledge and innovation
• A culture of top performance
• A global, diverse environment
• Products that contribute to a sustainable world
• A conviction to improve communities around us
• Competitive salary and benefits