Aftermarket Forklift Parts Specialist

Position Objective/Summary: The Customer Service Technical Representative is responsible for delivering top-notch technical support to CLARK Material Handling Company’s Aftermarket Parts dealers and customers. This role involves addressing and resolving customer issues while ensuring strict adherence to Engineering and Quality Assurance procedures.   Nature and Scope: The Customer Service Technical Representatives provide technical support for CLARK’s parts sales operation, with customers in North America, Canada, Mexico, and Latin America. This position requires technical knowledge in troubleshooting, reading engineering prints, and effectively communicating responses to the Dealer Network. You will have the opportunity to work alongside the supervisor, gaining valuable insights and preparing yourself for career advancement within our team. Since much of this job is performed under trying conditions, maintaining amicable customer relations is crucial. Embrace the challenge of providing exceptional service and thrive in a role where your technical expertise and customer focus drive success.   Key Responsibilities: Provide technical support and guidance to Aftermarket Parts dealers and customers. Assist Customer Service calls, emails, and inquiries as needed. Diagnose and resolve customer problems, utilizing all necessary resources to find effective solutions. Ensure compliance with proper Engineering and Quality Assurance procedures in all interactions and resolutions. Maintain detailed records of customer interactions, including inquiries, issues, and resolutions. Collaborate with cross-functional teams to enhance product support and customer satisfaction. Stay updated on the latest products, services, and technical advancements to provide accurate and timely assistance.   Essential Functions: Receive, research, and answer customer inquiries regarding parts identification, application, and technical instruction. Possess a complete understanding of both Customer Service and Technical computer systems. Read, interpret, and explain blueprints and technical diagrams. Be familiar with industrial terminology used to describe forklift truck systems. Monitor, evaluate, determine, and present solutions to problems and potential problems regarding forklift operation. Read parts and service manuals to understand how the forklift is manufactured and how it operates. Research technical issues that require problem determination and provide written or verbal responses back to the dealer. Maintain parts manuals, machine record files, and other related technical documentation necessary to provide effective and efficient solutions for customers. Recommend appropriate action regarding parts issues and part interchangeability. Approve returned material and conduct inventory quality checks. Interface with Engineering, Purchasing, and vendors to relay field problems in both verbal and written formats. Have a complete understanding of Customer Service system and Lexington’s Master Parts Book System.   Basic Qualifications: Experience: 2-4 years of technical customer service experience in the forklift, automotive, or heavy equipment industry. Skills: Effective computer skills, strong interpersonal abilities, and analytical problem-solving skills. Industry Knowledge: Working knowledge of material handling or heavy equipment, with a background in support services. Technical Aptitude: Basic understanding of forklift operations and familiarity with the CLARK product line or a high degree of mechanical aptitude. Technical Documentation: Ability to read and interpret parts books, drawings, and manuals. Communication: Effective communication skills for interacting with internal and external stakeholders at various levels, including clear and concise writing, telephone usage, and presentation skills. Task Management: Ability to handle a high volume and variety of assignments daily. Computer Proficiency: Proficient in ERP systems, Microsoft Office products, and web ordering. Calculator Skills: Efficient and accurate 10-key calculator skills. Flexibility: Must be able to work a flexible schedule. Authorization: Must be authorized to work in the US indefinitely.     Physical/Environmental Conditions: This position operates in a dynamic and fast-paced office setting, frequently interacting with people, primarily via telephone, to address customer issues and find solutions. The role requires regular movement to the technical area to research inquiries, utilizing elevated microfiche equipment in a crowded space. Additionally, some research tasks necessitate working in the warehouse, where conditions include typical warehouse temperatures, dust, noise, and active forklift traffic.   Disclaimer: This position description is intended to provide an accurate reflection of the essential job elements but is not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. Employees may be required to perform other duties as assigned or as needed by the business.   CLARK Material Handling Company reserves the right to add to or change the duties of the position at any time.