Parts Sales Support Specialist

:

The Opportunity

As part of the America's team, SANY is looking to recruit a driven, forward-thinking and highly motivated Parts Sales Support Specialist. With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth, is the appointment of a high-quality Parts Sales Support Specialist who has the knowledge and passion for working with heavy duty construction equipment parts. Under general supervision in technical support and call center environment, the candidate will provide technical parts support to our dealers and end-users through email, phone calls, and online requests. This position is onsite and is located in Peachtree City, GA. SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share. This role will require someone who has the ability to balance multiple tasks while being a problem solver that can create and improve processes with outside-the-box thinking.

KEY RESPONSIBILITIES

This role will work directly with the Parts Manager to ensure an effective strategy is executed. This will require:

• Deliver parts support to our dealers and end-users as part of our call center or online via Sales Force
• Record, update, maintain and close cases in Sales Force, documenting dealer and customer inquiries
• Interact with Sany authorized dealers and customers to provide and process information in response to inquiries, concerns, and requests about parts, parts manuals and parts orders
• Gather customers' information and determine the parts the customer needs
• Research required information using the internet, SAP system and the SIS parts information system
• Follow standard processes and procedures from the Parts SOP and other applicable policies
• Identify and escalate priority issues per dealer or customer needs
• Independently resolve problems, involving manager and other departments as appropriate
• Offer alternative solutions where appropriate with the objective of increasing dealer and customer satisfaction and their business
• Follow up on pending parts orders and backorders with dealers and customers on a regular and scheduled basis
• Stay current with and actively help develop and improve IT systems, procedures and processes

PROFESSIONAL EXPERIENCE & QUALIFICATIONS

The ideal candidate will have:

• Outstanding phone etiquette, fluent in verbal and written English, with the ability to speak and write clearly and accurately

• Demonstrated experience and history of providing outstanding customer service

• Demonstrated knowledge and understanding of mechanical, electrical, and hydraulic systems and components used in construction, material handling and crane equipment

• High proficiency with computers and in the use of Microsoft Office programs

• Ability to identify parts, systems, and components reliably and correctly in parts manuals and diagrams and ability to understand, apply, and interpret technical specifications

• Strong communication, presentation and teamwork skills with the ability to build trust and credibility

• Demonstrate a high degree of creativity and mature judgement in anticipating and solving non-reoccurring, unprecedented problems. Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive)

• High energy with a sense of urgency, resiliency, and self-confidence

EDUCATION

• Associate or higher degree in a related technical discipline or equivalent related professional experience
• Minimum of 3 years experience in heavy equipment mechanics or heavy equipment parts sales or customer service

COMPENSATION

Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits.