Provide inbound support via phone, email, and chat for parts and service inquiries.
Perform parts lookup/identification and process parts orders, including related/associated parts, using model/serial number verification and parts resources.
Collect and document machine symptoms and customer concerns to support service diagnostics, work orders, and scheduling.
Troubleshoot and resolve customer issues, escalating to higher-level support when necessary.
Provide accurate information about products, services, and policies.
Coordinate with Parts, Service, and other departments to ensure accurate handoffs and timely updates.
Maintain detailed and accurate records of customer interactions in the CRM system.
Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
Identify opportunities to improve customer service processes and suggest enhancements.
Stay up-to-date with product knowledge, company policies, and industry trends.

High school diploma or equivalent; additional education or certifications in customer service or a related field is a plus.
1–2 years of experience in customer support, dealership parts, parts counter, service advisor, or service coordination.
Familiarity with OEM parts, parts catalogs, and accurate documentation practices.
Ability to identify equipment using model/serial number plates and translate customer descriptions into clear parts/service documentation
Strong communication skills (verbal and written) and ability to explain technical information clearly.
Proficient in using CRM systems and other customer service software.
Detail-oriented with strong problem-solving skills and ability to manage a high volume of inquiries.
Bilingual skills are a plus.

Comprehensive Health & Dental Coverage (includes vision and paramedical services)
Company-Matched RRSP
Annual Profit Sharing
Boot & Tool Allowance
Apprenticeship Scholarships
Employee Assistance Program (EAP)
Company Vehicle (for qualifying positions)

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