Service Support Representative

About the role

This position is located at the Portland, OR Service Center. The Service Support Specialist is responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts, and Estimating. You will respond to customer inquiries, resolve issues, and provide updates to the Team Lead on customer needs that contribute to overall satisfaction.

Responsibilities

• Administrative Service Support
  • Creates accurate and timely repair orders.
  • Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
  • Performs specific customer requirements for the opening and closing of Service Requests.
  • Resolves problems with strong analytical and administrative abilities.
  • Effectively represents Team Altec; communicates customer needs/requests within Service’s scope to the appropriate Altec entity or external customer.
• Inventory Service Support
  • Assists Supervisors and Technicians with the scheduling of required inventory actions.
  • Maintains accurate records for dissemination to Accounting, Supervision, and Inventory owners to facilitate continuous improvement in inventory management and accuracy.
  • Conducts Freight debrief per established standards.
  • Creates shipping labels as required for Mobile Service and Centralized shops as directed.
  • Attends peer-to-peer training as required to develop and maintain all necessary skills.
• Parts Service Support
  • Conducts stock parts order entry and form entry as directed per established standards.
  • Researches parts with assistance/oversight of trained peers and/or supervision.
  • Reconciles requests for parts order follow-up and escalates as required.
  • Determines correct billing requirements to fulfill requests accurately and timely by reading Bill of Materials, Parts Pages, and related information.
  • Conducts the P.O. process within established Altec standards and provides accountability as required.
• Performs all other duties as assigned.

Requirements

• High School Diploma or GED required.
• Two years of experience in an industry-related field (e.g., Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function.
• Alternatively, a Bachelor’s Degree and one year of experience in an industry-related field preferred.
• Hydraulic or mechanical background preferred.

Skills

• Demonstrated experience providing high levels of customer support.
• Strong computer skills, especially in Microsoft Word and Microsoft Excel.
• Demonstrated problem-solving skills.
• Strong attention to detail.
• Solid team player with a collaborative nature.
• Ability to multitask and handle multiple transactions.
• Ability to work effectively in a fast-paced environment.
• Excellent written and verbal communication.

Benefits

• Comprehensive benefits including Medical, Dental, and Prescription Drug Program.
• Retirement 401(k) Program.
• Vacation and Holidays.
• Flexible Spending Accounts.
• Tuition Assistance Program.
• Employee Assistance and Mental Health/Substance Abuse Program.
• Life Insurance, Accidental Death, and Dismemberment Insurance.