Parts and Service Representative

Post-machine sales support to customers which include but is not limited to receiving, soliciting and processing customer spare/replacement parts inquires and orders, provide technical assistance with regards to the operation and maintenance of equipment, offer upgrades if applicable for equipment to maximize a machine’s operational longevity and life expectancy of wear components. Provides support to all internal departments to ensure external customers are provided accurate information and parts in a timely manner.

Essential Functions/Key Accountabilities:

• Follow direction provided by Manager of Parts & Service or designee.
• Maintain a safe working environment by adhering to, and enforcing, all safety procedures and policies inside and outside the facility, including use of personal protective and McLanahan equipment as required.
• Represent McLanahan Corporation in a positive manner both internally and externally while adhering to the organization’s core values.
• Communicate effectively with co-workers, management, customers, and others in a courteous and professional manner.
• Ability to read and understand machine drawings and blueprints.
• Have working knowledge and understanding of all machine product lines offered.
• Reference drawings, past orders, and other data sources of information to provide accurate information to customers.
• Review service calls and provide technical service/assistance to customers as required which includes trouble shooting/problem solving to be sure the proper parts/accessories have been selected for a particular piece of equipment.
• We are estimators so must have the ability to understand numbers, math, and equations, methods of manufacturing, materials and weights, etc., to be a pre-determined gross margin is maintained.
• Create quotations based on customer needs in either ERP system or other document programs such as Word, Adobe, or Excel.
• Enter order information in the ERP computer system as needed.
• Have working knowledge and understanding of entire ERP system to offer assistance to other internal departments.
• Add new and maintain/monitor customer accounts.
• Create and monitor RMA’s (returned material authorization) through completion.
• Support new equipment quotations from the sales department by creating machine spare parts listed to accompany.
• Educate customers with new products or upgrades for existing equipment.
• Some travel required for customer visits and pre-rebuild inspections.

Education/Qualifications/Experience

• Bachelor’s degree preferred.
• Five (5) years of experience.

Competencies/Knowledge/Attributes:

• Mechanical aptitude.
• Ability to research and analyze customer needs.
• Computer literacy including but not limited to ERP system and MS Office applications.
• Experience with CRM and ZRP software systems.
• Excellent verbal and written communication skills.
• Ability to rely on experience and judgment to plan and accomplish goals.
• Ability to successfully reach company goals in an environment in which a wide degree of creativity and latitude is required.
• Ability to be on call within a rotation.

This position description outlines the major duties performed but is not intended to be all-inclusive. Additional duties may be assigned/performed as needed and determined by management. This position description is subject to change at any time.

Physical Requirements:

This position is typically located in an office setting and requires sitting and standing for long periods of time. The position requires ambulatory skills sufficient to travel domestically. Requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp, visual acuity to use a keyboard, and operate standard office equipment. Requires the ability to express or exchange ideas by means of both oral and written communication