Our client, a technology-focused distributor specializing in aggregate machinery, is looking for a Support Specialist to join their growing aftersales team! As a strong communicator, you’ll utilize your superior problem solving skills, knowledge of heavy equipment and mechanical aptitude to provide daily support to customers. As a face of the company, you’ll also travel to job sites setting up and installing new machines, ensuring clients have everything they need to get their job done.
Your Mission:
- Provide support to customers via phone, email or other digital channels
- Maintain accurate and up to date records within CRM system
- Identify and understand issues of customers to help troubleshoot and fix issues
- Deliver customer response to inquiries, concerns, requests, and orders
- Act as the liaison with OEM to further assist with problem resolution
- Collect customer information and perform necessary research to determine an appropriate solution
- Deliver and set up machinery to customer sites
- Order, ship, and track parts for customers
- Follow correct departmental processes & procedures
- Resolve problems independently while escalating larger issues
- Track customer satisfaction metrics and consistently look for ways to improve
- Champion special projects around parts such as spare parts kits, customer engagement plans, and an e-commerce parts store
- Regularly follow up with customers regarding pending orders or backorders to ensure consistent lines of communication
- Travel up to 50%
Job Qualifications:
- 2+ years related experience in heavy equipment and customer service
- Proven equipment knowledge with a demonstrated ability to accurately solve customer issues
- Computer software knowledge preferred
- Strong communication skills, both written and verbal
- Microsoft Office (Excel, Microsoft Word) skills required
