Parts & Service Customer Support Representative

Description

Position Overview

The Operations & Customer Service Coordinator supports daily service, parts, and administrative functions for the off-highway engine division. This role ensures technicians, parts personnel, and customers receive accurate, timely support. Responsibilities span from being the first person to greet customer, gather information on customer requests, service ticket management, customer technician time entry, parts coordination, invoicing, customer communication, and internal operational support coordinating shipments from the warehouse to our customers and coordinating activities with warehouse in both parts and production.

Key Responsibilities

• Greeting customers for service and repair needs
• Communicate to customers in all aspects of in person, phone, emails.
• Enter daily technician time into Excede.
• Open, assign, and manage service tickets in Excede
• Dispatch tickets to technicians via tablets and follow up on job status.
• Close out company vehicle tickets and other service documents monthly.
• Manage service department email inbox and answering incoming calls
• Verify all tech information, parts, labor, and payment details before closing tickets.
• Ensure all completed jobs have correct parts, and labor time.

Customer Service & Administrative Tasks

• Enter invoices into customer portals and monitor for payment.
• Invoice service orders/PMs when jobs are ready.
• Coordinate with accounting to ensure customer accounts have credit to proceed.
• Process credit card payments as needed.
• Maintain the approval basket, ensuring items are reconciled and routed appropriately.
• Verify tickets and forward parts discrepancies for correction.
• Provide customer support

Parts Coordination

• Match parts invoices to service tickets for accuracy.
• Assist technicians with locating and sourcing needed parts.
• Order parts as required for technician jobs.
• Conduct cycle counts and support inventory accuracy.
• Ship kits and manage core returns, including related paperwork.
• Assuring shipments and billing of parts are completed daily

Skills & Qualifications

• Experience in service operations, parts coordination, or administrative support (preferably in diesel, gas, generator, or off-highway equipment).
• Knowledge of platform systems or similar service/ticketing system
• Excellent communication and customer service skills.
• Ability to manage multiple tasks, prioritize, and work in a fast-paced environment.
• Strong attention to detail and accuracy in data entry and documentation.
• Basic understanding of parts, engines, or equipment service operations is a plus.

Work Environment: Office-based role with daily interaction with customers, technicians, warehouse staff, and leadership. Must be able to work independently.

Certifications, Licenses, Registration

• Valid Driver's License with good driving record
• CDL is preferred  (+$1.00/hr hourly rate offered) 

Physical and Safety Requirements

• While performing the duties of this job, the associate will be required to move frequently, stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and reach with hands and arms. The associate must be able to regularly lift and/or move up to 50lbs and occasionally lift and/or move up to 100lbs with assistance.
• The associate must be able to read and write reports.
• Adhere to Health and Safety rules, regulations, policies, procedures, and prescribed instructions

Why Should You Apply? Clarke is over 60 years strong and growing. We provide training, highly competitive salary, full benefits package, and an excellent opportunity for career growth. It's a great group of talented and caring people. Our Benefits include:

• Weekly Pay!
• Medical, Dental, Vision Insurance starts first day of the month after you start!
• Healthcare Savings Account Option with Annual Company Contribution!
• 401K Savings Plan with Company Contribution Every Paycheck!
• Paid Holidays and Vacation!
• Life and Disability Insurance!
• Enjoy FREE Access Perks Discounts on Dining, Travel, Retail, and Other Services across the Country!
• Work with a GREAT Team of people!

Clarke Power is an Equal Opportunity employer