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Parts and Service Support Specialist
<Undefined>Parts and Service Support Specialist at Premier Equipment. Providing inbound support for parts identification and service inquiries in a remote role.
About the role
Key responsibilities & impact- Provide inbound support via phone, email, and chat for parts and service inquiries.
- Perform parts lookup/identification and process parts orders, including related/associated parts, using model/serial number verification and parts resources.
- Collect and document machine symptoms and customer concerns to support service diagnostics, work orders, and scheduling.
- Troubleshoot and resolve customer issues, escalating to higher-level support when necessary.
- Provide accurate information about products, services, and policies.
- Coordinate with Parts, Service, and other departments to ensure accurate handoffs and timely updates.
- Maintain detailed and accurate records of customer interactions in the CRM system.
- Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
- Identify opportunities to improve customer service processes and suggest enhancements.
- Stay up-to-date with product knowledge, company policies, and industry trends.
Requirements
What you’ll need- High school diploma or equivalent; additional education or certifications in customer service or a related field is a plus.
- 1–2 years of experience in customer support, dealership parts, parts counter, service advisor, or service coordination.
- Familiarity with OEM parts, parts catalogs, and accurate documentation practices.
- Ability to identify equipment using model/serial number plates and translate customer descriptions into clear parts/service documentation
- Strong communication skills (verbal and written) and ability to explain technical information clearly.
- Proficient in using CRM systems and other customer service software.
- Detail-oriented with strong problem-solving skills and ability to manage a high volume of inquiries.
- Bilingual skills are a plus.
Benefits
Comp & perks- Comprehensive Health & Dental Coverage (includes vision and paramedical services)
- Company-Matched RRSP
- Annual Profit Sharing
- Boot & Tool Allowance
- Apprenticeship Scholarships
- Employee Assistance Program (EAP)
- Company Vehicle (for qualifying positions)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportparts lookupparts identificationtroubleshootingservice diagnosticsdocumentation practicesproblem-solvingbilingual skills
Soft Skills
communication skillsdetail-orientedcustomer serviceability to manage inquiries
Certifications
high school diplomacustomer service certification