Spare Parts Specialist

Job Description

The Spare Part Specialist is responsible for driving the spares sales through actively quoting spares and managing spares opportunities to successful capture. He/she will be required to interface with customers as well as internal stakeholders to provide information in response to inquiries about products/services and to handle/fulfill requests. Drive and support programs to increase spares sales and drive improvement in overall customer experience.

Salary Range: $65,000 - $75,000 USD

ESSENTIAL JOB DUTIES:

• Drive exceptional brand and buying experiences for all customers across multiple service touchpoints - both digital and physical.
• Help implement and drive key performance indicators (KPIs) that drive front-end success in spares proposal on time delivery (OTD), capture rate and bookings at various customer touchpoints that impact the customer experience.
• Support the data collection, reporting and analytics for key metrics within the service department.
• Provide support to Service Technicians, Project Manager and Account Managers.
• Understands the importance of maintaining the customer relationship management (CRM) system (Salesforce), leveraging it to manage customer relationships and opportunities.
• Support generation of new quotes and order fulfillment to ATS LSS Chicago standard and approval policies
• Support service request ticket management to successful closure
• Contact external and internal customers to respond to inquiries or to notify them of updates related to spares proposals and open spares orders.
• Identify customer service issues and work with designated departments to drive to resolution.
• Builds and maintain strong customer relationships.
• Maintain International Standardization Organization (ISO) standards.
• Some off-hour availability may be required.
• Full compliance with the terms and conditions within the employee signed work from home policy.
• Comply with all ATS Company policies.
• Other duties as assigned.

Health, Safety and Environmental

Work in compliance with ATS Health, Safety, and Environmental procedures.

• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through Lockout-Tagout (LOTO)methods.
• Actively pursue a duty to act where any unsafe conditions or unsafe acts are witnessed.
• Report any unsafe conditions or unsafe acts to your leader.
• Escalate any unsafe conditions or unsafe acts which leaders do not address to the General Manager (GM).
• Report any defect in any equipment or protective device.
• Ensure that the required personal protective equipment (PPE) is used for the assigned task.
• Complete all required Health, Safety, and Environmental training.
• Report any accidents/incidents, including near misses, to your supervisor.
• Assist in investigating any accidents/incidents or near misses if requested.
• Refrain from engaging in any unruly conduct.
• Ensure that equipment, materials and protective devices are functioning in a safe manner.
• Ensure that employees are working in accordance with divisional health and safety procedures.
• Do not report to work onsite at a customer’s site, or travel on behalf of ATS when feeling ill. Contact your leader immediately.
• Conform to all pandemic requirements identified by regulating authorities and ATS leadership during pandemic situations such as social or physical distancing and various PPE requirements
• You are responsible for yourself relative to sanitizing your environmental footprint, for example:
• Sanitize after use of any common or shared use item within the facility.
• Properly dispose of any witnessed trash or rubbish within the facility to the proper receptacle regardless of the source – use of PPE is recommended for anything potentially determined to be a biohazard.
• Properly dispose of liquids to prevent improper contaminants into the drain and surrounding water systems.
• Smoke/vape only in designated areas – NOT within 15’ of any door.

Qualifications

• High school diploma or equivalency
• Minimum 2 years of customer service-related experience in technical field required.
• Excellent verbal and written communication skills, attention to detail, customer service and interpersonal skills.
• Ability to work independently, multitask and manage one’s time.
• Ability to accurately document and record customer/client information
• Previous experience with computer applications such as MS Outlook, Excel, Word and data entry software.
• Previous experience with customer relationship management (CRM) sof