Service Parts Specialist

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Purpose 
This position is responsible to apply a working knowledge of the industry, parts and shipping practices to execute order-processing functions necessary to allow Solar to accept the orders, ship, and invoice requested products.   DIMENSIONS

Complexity of Assignments: Medium to High
Shipping Transaction Complexity: Medium to High
Inventory Transaction Complexity: Medium to High
Typical Complexity of Accounts: Medium to High

Shares responsibility with peers in department for up to $94 million yearly, in parts sales.

NATURE AND SCOPE

This position reports directly to the Manager, Order Administration or a senior employee who functions as supervisor.  Peers in the department include more experienced people in the same job family and one administrative person in the local office.  These individuals are assigned specific customer accounts.  The volume and complexity of the accounts are matched to their breadth and depth of skills/experience and their level within the job family.  This level handles difficult orders processed in the office.  More experienced employees provide assistance with complex orders.

The incumbent applies the knowledge gained in working in related jobs and receives very general guidance from  the manager and more senior department staff.  There are written department policies, procedures that provide guidance regarding the appropriate actions to complete most tasks.  Unique cases require research and verification of precedence or best practices.

This position has substantial direct client interface and represents Solar Turbines to key accounts and prospective new clients.   Other external contacts include Solar Distributors, Solar Agents and Freight Forwarders.  Internal contacts include all of the following: Finance, Treasury, Traffic, Legal, Contracts, Item Master Maintenance, Planning, Purchasing, Field Service, Project Management,  Solar Asset Management Services, and the Ontario Warehouse staff.

The incumbent processes customer direct shipments, warehouse transfers, customer return of material and support in-house overhaul requirements.  At the New Orleans location, the incumbent also performs shipping and inventory functions.

PRINCIPAL ACCOUNTABILITIES

Supports all domestic and international service parts requirements for internal and external customers

Receives and processes requests for quotes.  Given a parts listing (request for quote) by the customer, the incumbent validates the appropriate part numbers, pricing, and lead times to assure customer needs can be met.    Acknowledges the quotes for the customer with terms and conditions noted.

Receives Purchase Order (PO) from customer.  Reviews terms and conditions and consults with  more experienced department staff.  Identifies all discrepancies or conflicts in the terms and conditions.  Addresses these issues with the customer.  Obtains final agreement with customer.  Enters and acknowledges order to customer.

Keeps customer apprised of status.  Solves all related problems that might surface during the process.  Expedites as necessary to meet customer demands.  Coordinates with other Solar entities to assure the order is brought in to meet original promise date. Negotiates with peers when required to consider conflicting priorities or simultaneous need for limited parts. Issues shipping instructions and any special packaging requirements.  Applies a working knowledge and good understanding of INCOTERMS and Export and Custom Regulations to compete these tasks.  Monitors order shipment, invoicing, and follows up to resolve any customer concerns. 

Works with Solar Distributors and Agents to coordinate the receipt of the PO, shipment of the order and also to ensure the Distributors and Agents are compliant with Solar practices and procedures.

For this position in New Orleans, the incumbent is required to participate in after hours, weekend, and holiday emergency parts support. After hours duty may include entering the warehouse, pulling parts for overhaul/repair, packing and shipping parts to the customer.  The incumbent must also be able to lift up to 50 pounds and operate a forklift.

What You Need to Have:

Educational Background: