Equipment Services Representative

What You’ll Be Doing

• Manage all incoming repair requests for WHK-owned, customer-owned, and third-party equipment
• Communicate effectively and proactively with customers and vendors throughout the repair lifecycle
• Drive urgency and efficiency in repair completion to minimize customer impact and operational downtime
• Assess the financial impact of repairs, including junk hauls and open tops, based on equipment ownership
• Monitor and manage each repair project from intake through resolution with accuracy and accountability

Parts Inventory Management

• Maintain an inventory of commonly used equipment parts for rapid deployment to vendors
• Cookier shipments to vendors to reduce equipment downtime and avoid vendor markup costs
• Track inventory levels and proactively reorder parts to ensure availability

Customer & Cross-Functional Collaboration

• Partner with Customer Service daily to ensure repair cases are identified, converted, and processed in a timely manner
• Submit service requests to Customer Service for open tops, junk hauls, and compactor hauls as needed
• Cookier with Customer Service through designated Teams chat channels to track and manage open requests
• Cookier with the Equipment Installation Specialist team on escalations and technical troubleshooting
• Serve as a responsive point of contact for internal teams regarding equipment repair status and resolution

Case & Systems Management

• Accurately process and document repair cases in NetSuite (NS), including converting cases using the designated workflow
• Maintain accurate records of repair activity, vendor communications, and case status
• Utilize internal systems and communication tools to manage workload and ensure visibility across teams

What You’ll Bring To The Table

• A high school diploma or GED required; Associate’s or bachelor’s degree in business, Operations, or related field preferred
• 1–3 years of experience in a customer service, equipment services, or operations support role
• Experience managing cases, service tickets, or work orders in a CRM or ERP system (NetSuite a plus)
• Prior experience in waste management, facilities, or field services industry a plus
• Experience coordinating with vendors or third-party service providers preferred