Parts and Service Support Specialist

Role Overview

• 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.

Requirements

• 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.

Benefits

• 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)