Customer Support

4 weeks ago

Greater Sudbury, Canada Total Power Limited Full time

**Job Summary**

The Customer Support & Parts Specialist is a professional who excels in the coordination of activities to deliver excellent customer service. These activities include scheduling, excellent communication (with customers, technicians and other internal staff), a sense of urgency, a high degree of organization to administer and maintain control of work in progress, sourcing and parts procurement for all calls, parts follow up and delivery status, invoicing on a timely and accurate basis, business growth through following up on service recommendations, and providing contract and rental leads to service sales.

**What You’ll Do - Role Responsibilities**
- Emergency Dispatching
- Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT)
- Daily Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in field and to increase productivity.
- Warranty - ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator.
- Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner.
- Verifying technician timecards - submit technician timecards to the Branch Service Manager daily. Prior to submission, verify that time sheet numbers align with invoicing.
- Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling.
- Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply.
- Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g., parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference.
- Responsible for answering and directing all incoming calls in the branch.
- Sourcing parts - procure parts via catalogues or calling vendors and OEM dealers.
- Source and procure parts needed for all MCC calls and assign to the work orders.
- Quoting including follow-up on outstanding parts quotes.
- Ordering parts and reporting delivery status on all parts orders.
- Charging out parts to appropriate work orders and invoices
- Communicating with customers, internal or external, on delayed deliveries.
- Promptly processing parts credits for customer returns.
- Promptly returning any unneeded parts to the supplier for credit.
- Source parts with national suppliers as identified through strategic sourcing initiatives.
- Working towards resolution of customer complaints and disputes.
- Monitor and maintain inventory levels for the branch.
- Assist with shipping and receiving of parts when required.
- Cross training with commercial activities and duties (i.e., proposal preparation, RFP acceptance and processing, etc.)
- Branch operations and admin support
- Warehouse support as needed.
- Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of Customer Support & Parts Specialist.

**What You Need - Requirements**
- Minimum 5 years’ customer service, dispatching, or related experience.
- Related experience in dealing with service parts, preferably in the automotive or industrial industries or similar strongly preferred.
- Excellent phone skills.
- Exceptional customer service skills.
- Demonstrated ability to troubleshoot basic questions of a technical nature.
- Basic technical skills (mechanical & electrical) an asset.
- Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
- Time management, accountability, and dependability.
- Excellent communication; verbal and written.
- Excellent problem solving, negotiation, and decision-making skills.
- Excellent organizational skills with strong multi-tasking capabilities.
- In the case of a power outage or declared State of Emergency by any level of Government, be available for work.

**Working Conditions**
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
- Lifting or moving up to 50lbs. may be required.

**What We Offer**
- Medical and Dental Benefits
- Employer RRSP Matching Program
- Annual Health/Wellness Spending Accounts
- Professional Growth & Development

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- 2-3 years of related experience in dealing with service parts, preferably in the automotive or industrial industries or similar is strongly pre

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