Parts and Service Support Representative

Job Description

SCOPE OF ROLE:

The Service Support Representative is responsible for providing additional support in managing the parts division of the Service Department. This role will provide fast & friendly support to customers, troubleshoot with customers over the phone and through email, and promote and process orders for replacement parts, Additionally, this position will help support the technicians' workflow process and invoice completed work orders.

KEY RESPONSIBILITIES:

• Service Support:
  • Maintaining accurate inventory and pricing information within ERP system
  • Receiving and processing completed work orders
  • Shipping and receiving parts and equipment
  • Invoicing service requests and obtaining payment methods
  • Assisting with inventory cycle counts and stock level recommendations
  • Maintaining accurate records of technician hours
  • Manage the incoming returns process
• Parts Sales:
  • Processing customer and technician parts requests accurately and efficiently
  • Creating and managing purchase orders with suppliers and vendors
  • Tracking part availability, lead times, and shipment status
  • Coordinating emergency and expedited parts orders
  • Communicating order status updates to customers and Rocket team
  • Sourcing parts with both new and existing suppliers
  • Resolving order discrepancies, warranty claims, and vendor issues
  • Demonstrating knowledge of ERP systems and Microsoft Office
  • Managing Hubspot parts tickets
  • Following all OSHA and Rocket safety guidelines
• Other duties as assigned

KPI's AND REPORTS:

• Parts sales entered
• Customer Survey average rating
• Gross Margin for parts
• Quantity of correct service requests entered
• Service requests invoiced
• Safety

ORGANIZATION / BEST PRACTICE:

To ensure your knowledge of your field is kept up to date and relevant by networking / researching / reading and through professional development sponsored by the company.

KNOWLEDGE, SKILLS AND ABILITIES (KSA's):

• College degree, preferred
• 5+ years in Customer Service and/or Parts
• Strong communication and collaboration skills
• Problem solving and decision making abilities

KEY BEHAVIORS:

• Exceptional team player with integrity, credibility, confidence and composure
• Reliable follow up and follow through
• Innovative and creative
• Results oriented with a drive to achieve excellence
• Detail oriented with an analytical and inquisitive mindset
• Flexible and adaptable to change in a fast-paced environment
• Proactive and organized, with strong time management skills