Service and Parts Specialist

Job Description

Job Description

Summary

Find Your Career With LiftOne

We’re a family-owned company under our fourth generation of leadership and have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed.

LiftOne invests in people, facilities and innovative technology as part of the essential role we play in supporting our country’s supply chain and enabling critical goods to be delivered to homes and businesses. We’re a privately held company, and pair our scale with a strong foundation in our culture and values. This combination gives us a competitive advantage in the market and helps make us a trailblazing organization that is built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential. We offer great benefits, competitive salaries and opportunities for advancement to all our employees.

Be a part of the essential work we do at LiftOne and make a difference for our customers, our community and our company. Learn more about what it means to become a team member with LiftOne.

The Service & Parts Specialist is responsible for specific daily administrative service functions in support of team operations, while maintaining a high level of customer satisfaction.

Essential Functions

• Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
• Responsible for WIP and dispatch of assigned technicians. Keep service manager informed of completion status.
• Monitor back ordered parts to ensure the technicians are aware when the parts are received.
• Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
• Maintain regular communication with the service technicians throughout the day.
• Proactively contact customers to keep them informed on the service to their equipment.
• Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow-up communications and honoring our commitments.
• Monitor real time work in process and review with service manager on a weekly basis.
• Maintains appropriate records, files, documentation, etc.
• Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
• Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
• High ability to multitask and prioritize responsibilities.
• Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
• Email account manager, technician, & Service with customer approved quote attached
• Enter quote data in Quote Log database
• Monitor quote database to see if any quotes are 3 days late. Action appropriately.
• Send "Open" quotes out to customers as a reminder of jobs that have not been completed
• Monitor quote database to see if any quotes are expired (30 days)
• Review quoting metrics with account managers and service/operation managers
• Run report and update Finalized Billed Amount in database
• Meeting with Account Managers to discuss where we missed quotes and why we missed them
• Create and submit quotes for customer jobs as jobs come in
• Other duties as assigned.
• Receiving, sorting and stocking parts deliveries.
• Monitor and maintain parts inventory levels.
• Tracking and reporting parts estimated time of arrivals to technicians, managers and customers

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• High school degree (or equivalent); Associate’s degree from a two-year college highly preferred;
• Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
• Prior experience in a service-oriented environment and use of a service scheduling software highly preferred
• Ability to maximize use of CRM and field service management system.
• Strong customer service and follow-up skills.
• Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with customers and technicians required.
• Experience delivering on responsibilities and commitments while working in a fast-paced environment.

Computer Skills

• Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Scheduling and Time Management software/programs
• Experience with Windows based programs
• Preferred experience with SalesForce and/or ServiceMax

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We’re committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

You should be proficient in:

• Heavy Equipment Repair
• Equipment/Parts Counter Sales
• Material Handler Experience
• Service
• Maintenance and Repair Skills
• Heavy Material Handling
• Lift Truck Repair & Maintenance
• ERP & MRP Systems
• Inventory Management & Control
• Equipment Repair & Maintenance
• Automotive Repair & Service Systems
• Basic Computer Skills

Machines & technologies you'll use:

• Diesel Engine (Detroit Diesel, Cummins, PACCAR)
• Material Handling Systems (Swisslog, Hytrol, Eisenmann, Alba, Hyster, Jungheinrich, Riantics)
• Automotive Vehicles (Acura, Ford, Jeep, Toyota, Honda, Kia)
• Diesel Vehicles (Ford, Jeep, Toyota, Honda, Kia)
• RF Scanner (Datalogic)
• Electric Pallet Jack (Hyster, Toyota, Raymond, Crown, Yale)
• Pallet Jack (Hyster, Toyota, Crown, Yale)
• ERP Software (Oracle, Plex, JD Edwards)
• Forklifts (Hyster, Jungheinrich, Raymond, Crown, Yale)