Aftermarket Parts Technician

Description

Summary of the position:

A highly visible role supporting spare parts customer inquiries for all current production equipment, as well as all legacy products.

Duties and responsibilities:

• Perform product technical assistance, including but not limited to, quotations and part number identification.
• Research product bills of material, product manuals, and engineering drawings when necessary to ensure quoting accuracy.
• Work with Supply Chain team or vendors to procure updated product cost, lead times, and/or specifications in order to satisfy quotation requests.
• Establish list prices and perform spare parts set-up activities in ERP system.
• Achieve customer service operating metrics, such as call center response time (GOS), abandoned call targets,
  24-hour acknowledgement of customer inquiries, and customer satisfaction targets.
• Position is also responsible for after-hours support for identifying parts required to repair product. This is done in weekly rotation within the work group.

Qualifications:

Education:

• Associate degree or other post high school training (2 years duration).
• 2-4 years industry experience

Professional experience:

• Exceptional verbal and written communication skills.
• Strong interpersonal and active listening skills.
• Sense of urgency.
• High level of accuracy and attention to detail.
• Ability to manage multiple priorities, remain calm under pressure and work well across all levels of the organization.
• Air compressor experience a plus.
• Technical aptitude a plus (e.g., ability to follow engineering schematics, research bills of material, interface with Engineering, Service, Quality departments to resolve issues).
• Open and flexible to changing priorities based on business needs.
• Ability to work on multiple tasks concurrently, setting work priorities, managing customer cases, documenting activities per the department’s standard work.
• Moderate proficiency with Microsoft programs such as Outlook, Word, Excel preferred.
• Proficiency with SAP preferred.
• Microsoft Dynamics experience a plus.
• Spanish language capabilities a plus.

Key Skills:

• Exceptional verbal and written communication skills
• Strong research skills
• Strong interpersonal and active listening skills
• Sense of urgency
• Knowledge retention
• Good organizational skills and attention to detail
• Motivated, self-starter
• Ability to manage multiple priorities, remain calm under pressure, and work well across all levels of the organization
• Moderate proficiency with Microsoft Office programs such as Outlook, Word, Excel, CRM, preferred
• SAP knowledge preferred

Direct reports:

• N/A

The successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.