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Customer Service Project Manager

Location: Leduc, Alberta, Canada
Job ID: R0003337
Date Posted: Jul 1, 2021
Segment: Construction Machinery
Business Unit: Hitachi Construction Machinery
Company Name: H-E Parts International Canada Ltd.
Profession (Job Category): Communications & Corporate Affairs
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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The purpose of this position is to assist the H-E Parts International Mining Solutions Canada with support processes from the execution to a customer sales order through to the monitoring and progress of our component reman processes. The main responsibilities of the role will be to liaison between our customer (Internal & External) and establishing the product demands within production and supply chain teams to ensure customers expectations and our internal performance measures.

This position is heavily reliant on effective communication, time management and organizational skills that compliment and support a collaborative team environment.

It is the responsibility of every H-E Parts International, employee to insure a safe work environment.  All H-E Parts International, employees share the responsibility to insure at the end of the day we return home safely to our families.  Our safe work environment value surpasses all other responsibilities.


  • Be the primary point of contact for customer inquiries into the site. This will include inquiries for inside sales & service projects (SE / RR / PT)
  • Be the primary point of contact for H-E Parts outside sales into the site to coordinate any future sales quotes, product delivery plans from site and any pass-through sales.
  • Launch all projects through the ERP system that includes customer specific information, project budgets, and project timelines.
  • Coordinate within the operations team to ensure project remains on-budget and on-time.
  • Communicate with the outside sales / customer on project progress and delivery planning to ensure all necessary information is shared.
  • Complete weekly project status reports.
  • Attend daily & weekly project status meetings.
  • Monitor and track project: Cost, Quality, Delivery.
  • Participate in three-way meetings to resolve urgent project issues that best supports our customer and/or our business.
  • Process all in-side sales requests through Pronto and ensure product delivery.
  • Process all required product shipping through Pronto including pick list generation and shipping documents.  
  • Communicate with outside sales / customer on all product shipments.
  • Determine project gross margin and assess any variance to budget.
  • Participate in continuous improvement activities and encourage a proactive approach to our process development.


Position will be required to make decisions that will directly impact the customer (Internal & External) and the operations priorities.  


Position requires collaboration with department managers and current/potential customers.


Post Secondary Education in Business, Supply Chain Management, or Engineering OR equivalent to 10 years applicable experience. A high school diploma or general education degree (GED) is required.   Experience in Project Management is considered an asset. 5 years of inside sales experience required, preferably in heavy equipment or industrial sales. Heavy equipment parts experience preferred. Strong written and verbal communication skills. Background in Mining, Forestry, Marine or Construction fields would also be an asset. Basic computer skills including MS Office, CRM, ERP & Internet is required In Depth knowledge of SAP, Office, Salesforce would be considered an asset. Basic understanding of Heavy Equipment and Industrial business is required. Will be required to read and interpret product drawings.

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