Service Parts Specialist

Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.

PURPOSE:
This position is responsible for ensuring customer satisfaction and promoting positive representative relations by providing technical pre and post-sale support for Aftermarket upgrades and component parts for Dock Levelers, Restraints, Communication and Controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide Representatives and customers technical pre and post-sale support for Aftermarket upgrades and component parts by performing the following:

• Serve as contact for technical assistance as required by both internal and external customers by responding to telephone or e-mail inquiries related to Aftermarket parts and product upgrade orders.

• Serve as liaison between Rite-Hite Engineering & Technical Services to resolve customer problems. Understand, interpret and accurately communicate technical information for field personnel.

• Prevent application problems by effectively utilizing reference materials such as owner's manuals, blueprints, Engineering Bill of Materials, etc.

• Serve as technical resource for Aftermarket Customer Service Representatives.

• Recognize and obtain missing information on Customer Purchase documents, such as Configuration information, by contacting appropriate persons and using reference materials.

• Assist in entering sales orders for non standard products or correcting overflow of customer orders by entering information such as shipping, bill to information, part numbers, quantity, pricing information etc. (information usually forwarded by Representatives and customers in a standard survey/questionnaire format).

• Create RMA calls and PO's for basic return to stock (RTS) items. Communicate return RMA instructions and appropriate restocking charges.

• Other duties may be assigned.

PRINCIPAL ACCOUNTABILITIES:

• Provide prompt and courteous technical assistance to Representatives and customers.

• Act as technical expert and liaison for Rite-Hite Products component parts and product upgrades.

• Ensure proper application of Rite-Hite Products Aftermarket component parts and product upgrades.

SUPERVISORY RESPONSIBILITIES:

• No supervisory responsibilities.

EDUCATION and/or EXPERIENCE:

• Associate's degree (AA) in a relevant field combined with a minimum of two years field service work, or equivalent combination of education and experience.
• Working knowledge of electrical and fluid power, along with the ability to use and read engineering drawings and schematics.
• Excellent organizational skills, negotiation skills and problem solving ability.

LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds. The employee may occasionally lift and/or move up to 100 pounds at customer work sites. Specific vision abilities required by this job include close vision, color vision, and depth perception.

WORK ENVIRONMENT:
The noise level in the work environment is usually moderate, as found in typical office setting. A higher noise level may occur at customer locations.

Additional Job Information:

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