H-E Parts International

About H-E Parts International

POSITION SUMMARY: This Customer Service Repair Specialist will be responsible for customer service contacts with international and domestic companies to ensure delivery of excellent customer service. The focus of this position is on re-manufactured and repaired products. The position exists to assist our customers with prompt and accurate support and information that they need in order to purchase from our company. This position is responsible for driving increased sales by developing strong relationships with global customers through conducting outbound communications (phone calls, e-mail, etc.). The position will work closely with Production, Supply Chain, and Field Sales to develop effective communication tools highlighting the value of H-E Parts Mining product offering. When required, Inside Sales will provide after-hour coverage of customer service calls to ensure H-E Parts International maintains excellence in service levels. It is the responsibility of every H-E Parts International, employee to insure a safe work environment. All H-E Parts International, employees share the responsibility to insure at the end of the day we return home safely to our families. Our safe work environment value surpasses all other responsibilities. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Safety Safety – conduct all activities in a safe manner, utilizing PPE and adhering to company policy and alerting others regarding potential concerns. Safety is # 1. 1. Responsible to ensure a safe work environment. 2. Attend and in some cases spearhead some Shop Safety activities 3. Support and champion some Safety initiatives brought forth by HEPI as it impacts the shop and its employees 4. Assist Shop Supervisor to conduct daily startup & toolbox safety meetings. 5. Provide leadership for safety, loss prevention and cost reduction activities. Shop Production Floor Functions 1. Establish methods to meet production work schedules and co-ordinate activities with Shop Supervisor and other departments. 2. Accountable to ensure timely co-ordination and scheduling of projects and work orders through the shop. Assists in ensuring production schedules are as efficiently processed as possible. Manages the production board. 3. Works cooperatively with technicians to ensure completion of component reports are completed fully and accurately. 4. Requisition materials and supplies. Consult with parts desk (buyer/planner) to make certain parts are ordered properly for production orders. 5. Assist Shop Supervisor to inspect product to verify production specifications and expectations of quality are met. 6. Act as a back-up to Shop Supervisor, co-ordinate and schedule activities of shop employees during absence (i.e. vacation, sick, etc.) 7. Accurately evaluate and diagnose heavy duty equipment faults or malfunctions. 8. Recommend new/alternative repair processes to the shop and engineering based on previous repair shop experience. 9. Inspect incoming repaired components for accuracy and quality workmanship. 10. Inspect torn-down components to identify defects and flaws. 11. Create shop work orders for remanufactured and repair products. Review shop work order repair evaluations for accuracy, thoroughness and to ensure that best practices are utilized in the repair process. Customer and Sales Responsibilities 1. Review shop work order repair costs for accuracy, thoroughness and to ensure that most the most cost-effective parts are utilized in the repair process. 2. Collaborate with engineering and technicians to evaluate warranty claims, formulate failure analysis reports and produce warranty reports for the customer and sales. 3. Assists customers with product information including part numbers, pricing, and availability. 4. Synthesize costed repair shop work order evaluations into a repair quote that explains the condition of the customer’s component, the proposed repair process, the parts used and the final cost of the repair. 5. Provide itemized parts and labor price, photographic documentation and expected lead times as required by the customer. 6. Processes customer orders through the order entry system verifying pricing, quantities, part numbers, and routing. 7. Assists customers with emergency orders as well as orders and/or issues relating to special customer requirements. 8. Conduct outbound communications with global customers offering and educating customers on product value and functionality. 9.Provides daily support to customers and representatives via telephone, fax, or e-mail. 10. Compile detailed worksheets and specifications from customer’s order. 11. Consult with Operations Manager and Shop Supervisor to ensure customer production needs will be met in a cost and time-efficient manner. 12. Co-ordinate and monitor logistics of the parts, supplies and materials within inventory to ensure production can meet customer requirements. 13. Provide Sales force technical backing and expertise for customer communications 14. Accountable for establishing and maintaining effective, professional business relationships with customers. 15. Synthesize costed repair shop work order evaluations into a repair quote that explains the condition of the customer’s component, the proposed repair process, the parts used and the final cost of the repair. Provide itemized parts and labor price, photographic documentation and expected lead times as required by the customer. 16. Assists customers and Sales Representatives with product information including part numbers, pricing, and availability. 17. Formulates repair and rebuild estimates ensuring a professional delivery of quotations to Sales Representatives and Customers. Review Build of Materials for accuracy. 18. Processes customer orders through the order entry system verifying pricing, quantities, part numbers, and routing. 19. Maintain privacy of customer account information. Administration/Reporting/ Communication and Time Management 1. Communicate with Field Sales, Production, and Supply Chain departments to enhance our effectiveness of achieving sales goals 2.Accountable to resolve customer complaints regarding deliveries, pricing, credits, and warranty issues. 3. Prepare and maintain various reports to include in-progress production, inventory and associated materials movement reports. 4.Create and/or update accurate records of customer communication and transactions. 5. Document and provide customer activity reports to management related to increased sales, customer issues, opportunities for growth, and customer needs. 6. Run appropriate sales reports and analyze information to drive sales and profitability. 7. Provide customer and billing reports as needed for accounting and management. 8. Act independently and routinely perform moderately complex planning and problem solving. 9. Follows through quickly and completely to ensure the external or internal customer is satisfied. 10. Prepare Excel and Word documents as required. 11. Use Outlook for time management and effective communications. 12. From time to time assist with other duties as required to support travel or vacation coverage. QUALIFICATIONS: EDUCATION and/or EXPERIENCE: Completion a of 4-year Heavy Duty Equipment Mechanic apprenticeship program from a technical college or a combination of over 5+ years of work experience and industry courses in heavy equipment repair, troubleshooting, adjusting, overhauling and maintaining heavy duty equipment. Interprovincial Red Seal certification preferred. Excellent proven mechanical skills 3-5 years’ professional customer service and inside sales experience 5+ years direct experience cost and warranty analyses in heavy equipment repair 5+ years direct experience cost evaluations and start-to-end quotation preparation 5+ years purchase order experience using ERP system experience Extensive experience in reporting and report generation, including activity and sales reports Ability to maintain accurate and detailed records Excellent negotiation and resolution skills Strong communicator both orally and in writing, with customers, co-workers, and other stakeholders business contacts in a courteous and professional manner Sense of urgency; problem solver Excellent organizational, prioritization and time-management skills Ability to work under time constraints and meet tight deadlines Strong computer skills in MS Office Suite (*MS Word, Excel, Access, Outlook, PowerPoint), and Internet Ability to maintain confidentiality Ability to work independently and be a team player within the department and the organization. The ideal candidate will have experience in the mining and/or industrial sector. Mechanical background is necessary to effectively communicate with shop personnel on customer’s repair needs, review work order repair evaluations, evaluate warranty claims and recommend alternative repair processes. 10-20 % may be required. On occasions, may require accompanying Territory Sales Managers for on-site visits. Preferred Qualifications * Working knowledge of the mechanical functions of heavy mining equipment with an emphasis on Wheel Groups, Suspensions, and Cylinders. Selling experience into the International market is preferred, but not essential. Job Type: Full-time

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Company Info

Legal Form: LLC

Company Type: Private

Company Size: 501 - 1000

Revenue: 100 - 500 million (USD)

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Job Ads found: 149

Job Ads per Month: 4.5

Hiring Locations: 8

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