Technical Parts Customer Service Specialist

• Serve as a technical resource for customers, distributors, and internal departments regarding machine tool parts, components, and assemblies.
• Research customer and distributor inquiries to identify the correct parts, components, and assemblies needed.
• Review mechanical and electrical schematics, exploded assembly drawings, bills of materials, parts catalogs, and technical documentation to identify components.
• Cross-reference OEM part numbers, supplier information, specifications, and available inventory to determine appropriate replacement components.
• Work with Purchasing, Engineering, Technical Support, Service, and vendors to research and resolve technical parts questions.
• Assist customers and distributors in identifying replacement parts and provide accurate technical information.
• Troubleshoot parts-related issues and determine appropriate solutions based on technical documentation and available information.
• Maintain accurate parts, supplier, and customer information within company systems.
• Utilize ERP and ticketing systems to track requests, research information, document solutions, and communicate status.
• Develop, document, and maintain work instructions, SOPs, training materials, and process controls. Assist with continuous improvement initiatives within the Parts and Customer Support functions. *

The ideal candidate combines strong customer service skills with mechanical aptitude, technical problem-solving ability, and a process-improvement mindset. This position works closely with customers, distributors, Purchasing, Engineering, Technical Support, Service, and suppliers to identify solutions and improve the overall customer experience., * 2+ years of customer service, technical support, parts, purchasing, manufacturing, or related experience.

• Mechanical aptitude and the ability to understand technical documentation, schematics, parts breakdowns, and machine components.
• Familiarity with Bills of Materials (BOMs), parts catalogs, or exploded assembly drawings.
• Experience researching and cross-referencing OEM part numbers, supplier information, and technical specifications.
• Ability to communicate effectively with customers, distributors, vendors, and internal departments.
• Strong organizational skills and attention to detail.
• Strong computer skills, including Microsoft Excel and Outlook. Experience with ERP system preferred, Microsoft Dynamics 365 Finance & Operations a bonus.