What are the responsibilities and job description for the Parts Support Specialist I position at Viking Masek?
About Us:
Viking Masek Packaging Technologies provides innovative packaging automation for food, beverage, health, medical, and consumer goods manufacturers globally. We offer advanced solutions like vertical form fill seal (VFFS), premade pouch, stick pack machines, flow wrapping equipment, case packers, and cartoners. At Viking Masek we focus on innovation and integration, delivering complete packaging automation solutions to optimize production lines worldwide.
Job Description:
The Parts Support Specialist I is an entry-level role responsible for assisting customers with parts inquiries, order processing, and general support for Viking Masek’s packaging machinery, including VFFS machines, rotary fillers, and stick pack machines. This position provides a strong foundation in technical knowledge, customer service, and ERP operations, offering opportunities for growth within the organization. The ideal candidate is detail-oriented, customer-focused, and eager to develop technical expertise in a fast-paced environment.
Key Role Areas (KRA):
- Customer Support & Communication – Provide professional and prompt responses to customer inquiries and order requests.
- Parts Order Processing & Documentation – Accurately process parts orders and maintain proper documentation.
- Technical Learning & Product Familiarity – Develop a working knowledge of Viking Masek machinery and the parts catalog.
- Inventory Accuracy & System Management – Assist with stock checks and ensure accurate records in the ERP system.
- Collaboration & Team Support – Work closely with senior team members to review orders, prepare quotes, and improve parts operations.
Job Duties & Responsibilities:
KRA #1 – Customer Support & Communication
- Respond professionally to customer inquiries via phone and email, ensuring clear and accurate information.
- Assist customers in identifying and ordering the correct parts for their machinery.
- Build strong relationships with customers, demonstrating patience and attentiveness to their needs.
- Maintain detailed records of customer interactions and ensure accurate documentation in the ERP system.
KRA #2 – Parts Order Processing & Documentation
- Process customer and technician parts orders accurately and in a timely manner.
- Ensure all order details are properly documented to maintain clarity and prevent errors.
- Follow standard operating procedures (SOPs) to ensure efficient and compliant order management.
- Support parts invoicing and order tracking to provide customers with timely updates.
KRA #3 – Technical Learning & Product Familiarity
- Gain a basic understanding of Viking Masek’s machinery and the parts catalog to assist with identifying replacement components.
- Work with senior team members to learn about parts compatibility and proper usage.
- Attend training sessions and actively engage in learning opportunities to expand technical expertise.
- Develop a fundamental understanding of machine schematics, BOMs (Bills of Materials), and parts lists.
KRA #4 – Inventory Accuracy & System Management
- Conduct regular inventory checks to maintain stock accuracy and prevent shortages.
- Learn to navigate the ERP system to look up part numbers, availability, and pricing.
- Assist with data entry and documentation related to inventory management.
- Identify and report discrepancies in stock levels to ensure accurate inventory records.
KRA #5 – Collaboration & Team Support
- Work closely with senior team members to review orders and ensure accuracy before processing.
- Support the team by preparing parts quotes and learning how to convert them into orders.
- Follow up with customers to confirm satisfaction and provide status updates on orders.
- Participate in team meetings and training sessions to stay aligned with best practices and department goals.
Qualifications:
Experience:
- 0–2 years of experience in customer service, technical support, or parts operations.
- Previous experience in a manufacturing, packaging, or technical environment is a plus.
Skills:
- Excellent communication and organizational skills, with a strong attention to detail.
- Customer service-oriented mindset, ensuring professionalism and responsiveness in interactions.
- Basic understanding of mechanical systems or willingness to learn technical concepts.
- Ability to multitask in a fast-paced environment while maintaining accuracy.
- Strong problem-solving skills and ability to follow processes for order fulfillment.
Tools & Technology:
- Proficiency in Microsoft Office (Outlook, Word, Excel).
- Experience with ERP systems (SAP, Oracle, Epicor, or similar) is a plus.
- Familiarity with CRM platforms (e.g., Salesforce) is a plus.
Education:
- High School Diploma or equivalent required; Technical Diploma or Associate’s degree preferred.
- Willingness to pursue additional training in machinery, ERP systems, or customer service.
Core Values:
Simple in Motion
- SERVICE: Serving our customers, colleagues, and community
- INNOVATION: Solving your unique packaging challenges
- MOTIVATION: Motivated by our story to build your story
- PARTNERSHIP: Listening with curiosity and empathy to build strong relationships
- LEADERSHIP: Confidently transforming your goals into realities
- EXCELLENCE: Committed to delivering our best
We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home.
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