Parts Service and technical support Advisor

Key Responsibilities:

Technical Parts Support

• Process parts orders accurately and efficiently.
• Generate quotations for customers and dealers.
• Verify pricing, availability, and lead times.
• Coordinate shipments with warehouse and shipping departments.
• Track orders and communicate delivery updates.
• Provide troubleshooting support related to mechanical, hydraulic, electrical, and structural components.
• Work closely with engineering to resolve technical product issues.
• Support new product introductions with technical documentation and parts breakdowns.

Customer Support Service

• Provide exceptional customer service by phone and email
• Respond promptly and professionally to customer inquiries.
• Assist customers in identifying the correct replacement parts.
• Resolve customer concerns in a courteous and timely manner.
• Build and maintain positive relationships with dealers, distributors, and end users.
• Follow up with customers to ensure complete satisfaction.

Communication

• Work closely with production, engineering, purchasing, sales, and shipping departments.
• Communicate and document product issues and customer feedback to management.
• Keep customers informed regarding order status, repairs, and warranty decisions.

Service Administration

• Open and maintain service work orders.
• Schedule service appointments as required.
• Coordinate communication between customers and service technicians.
• Maintain accurate service records and documentation.
• Assist in preparing repair estimates.
• Support continuous improvement initiatives.

Education & Experience

• Diploma or Degree in Mechanical Engineering, Industrial Engineering, or related technical field preferred.
• Minimum 1 year experience working with heavy-duty equipment, off-road vehicles, or industrial machinery.
• Some understanding of hydraulic systems, electrical systems, powertrain components, and structural assemblies.
• Experience in parts departments or technical service roles is an asset.
• Experience in an OEM, manufacturing, heavy equipment, agricultural, mining, construction, or utility vehicle industry is an asset.

Technical Skills

• Ability to read and interpret engineering drawings and exploded parts diagrams.
• Strong mechanical troubleshooting skills.
• Familiarity with ERP systems and parts management software is an asset.
• Proficiency in Microsoft Office.

Soft Skills

• Previous experience in customer service, parts, service, or administrative support preferred.