Technical & Parts Sales Specialist

Summary- Main point of contact for all technical & warranty situations. Assists Dealers, installers and end-users in troubleshooting problems, getting issues resolved and placings parts orders to get non-warranty repairs made.

Essential Duties and Responsibilities - Include the following. Other duties may be assigned.

o     Manages all service-related operations for the organization with a “sales” or “customer first” mindset while keeping costs to a minimum.

o     This position will be the Point of Contact for all customer technical and warranty issues. Must use sound judgment and decision-making skills to execute the appropriate actions on claims.  Must be astute to recommend /enact a decision to pay, modify, deny, return-for-credit/ processing and to honor request for appeals as needed.

o     Manages difficult or emotional situations; responds promptly to customer needs; solicits Dealer and customer feedback to improve service.

o     Follows the process to document findings/RMA’s on each claim decision using NetSuite(the current ERP System).

·         Develop ideas or participate with team to improve claims processing

o     Ensure all justified repairs are credited to installers /end users in a timely manner based on Warranty Policy.

o     Handle distributor appeals in a fair and professional manner.

o     Become an expert on product installations to answer dealer and end-user questions promptly as timeliness may be critical for an end user or installer.

§  Utilizes in-house support (Engineering or Field Sales) to determine a recommended solution to the end user/installers questions or issues.

o     Participate in update of product installation manuals.

o     While assisting customers with technical questions process their parts orders as needed.

·         Fully understand and accurately complete order entry processing as required.

·         Work to develop/increase parts sales by working with Dealers/installers on how to implement best practices at their sites to improve how fast they can expedite services to their end users.

o     Reach out to top dealers on an annual basis to assess technical and installation improvement opportunities.

o     Complete a quarterly case report and analyze findings to present recommendations for areas of improvement.

·         Qualifications

o    Motivated and career driven.

o    Excellent written and oral skills.

o    Capable to communicate critical verbal instructions in clear concise manner to users.

o    Strong analytical ability and attention to detail.

o    Should be a proficient user of Outlook, Word and Excel applications and be comfortable with IT systems.

o    3 or more years of experience; preferred Bachelor’s degree, but will accept Associates' degree in relatable field or equivalent work experience.

o    Ability to travel as needed.