What are the responsibilities and job description for the Technical Support Engineer - E-Commerce Parts position at New Way Trucks?
Build your future with New Way Trucks!
New Way Trucks is a family-owned company spanning three generations. We combine family values with cutting-edge technology to deliver excellence in heavy manufacturing. We are a company with small-town values and a Global impact. New Way is the largest private refuse equipment manufacturer in North America with equipment operating in all 50 states, as well as Canada, Latin America, Asia, and beyond.
Currently we are seeking a Parts Data and E-Commerce Specialist to join our team and be an essential part of our manufacturing team. This person will support the parts department by focusing on the end user functionality of electronic sales tools and technical details of products to streamline and efficiently manage the repair and replacement parts cycle. The position will serve as liaison between the Sales, Engineering, and Manufacturing departments to effectively support and maintain the Parts e-Commerce sales platform from an engineering and sales perspective. This position assists stakeholders throughout the value chain by providing technical support to the customer service team, conducting research for parts needs, and maintaining essential documentation and systems within the parts department. This position reports to the Parts Manager.
Your Role in Our Mission:
- Collaborate with sales, engineering, and manufacturing teams to understand and translate customer parts requirements into actionable e-Commerce solutions ensuring that results are aligned with end-user satisfaction and operational feasibility.
- Serve as the technical point of contact for both the customer service team and end -users, providing accurate answers regarding the technical aspects of parts products and their relation to e-Commerce.
- Assist sales team by gathering and analyzing department data and providing support.
- Prepare reports and presentations as needed.
- Conduct research to fulfill parts needs on customer legacy equipment models still in service.
- Create bills of material (B.O.M) across electronic platforms for retail assemblies utilizing current and legacy models.
- Maintain and update service assemblies from engineering change orders (ECO).
- Build and maintain engineering files related to parts department products.
- Maintain parts pricing across electronic platforms in compliance with company policy.
- Maintain and update ERP system relating to operations in the parts department.
- Research and suggest new suppliers for obsolete parts.
- Support and maintain e-Commerce system and assist with its growth and development.
- Create and edit parts drawings for E-Commerce site
To Perform this Job Successfully:
- Degree in Engineering (or similar technical discipline) and at least two years of manufacturing work experience. A combination of education and work experience may be substituted.
- Excellent verbal and written communication skills to collaborate with customers and other departments.
- Ability to work in a team environment.
- Possess working experience with SolidWorks 3D CAD design software or similar.
- Excellent planning, organization, and work management skills.
- Working knowledge of Epicor, similar ERP systems, and e-Commerce software.
- Results oriented, initiative-taker with desire to learn and teach.
- Experience with general office software including Microsoft Office and other analytical tools. Advanced Microsoft Excel experience required.
- Possess problem assessment, critical thinking, and detail-oriented skills.
- Familiarity with continuous and process improvement practices preferred.
- Strong mechanical knowledge and analytical skills required.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
