Customer Service Analyst

Timken; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

Timken is seeking a Customer Service Analyst to bridge customers, outside sales, and engineering for rotating equipment support. You will diagnose failures, scope repairs, prepare quotes, and ensure timely service delivery.

You will manage parts, orders in Epicor, and coordinate with operations and partners to schedule repairs while tracking warranty costs and KPIs. Strong communication and MS Office skills are essential.

Qualifications

• Associate's degree required; bachelor's degree preferred.
• Minimum 3 years' experience supporting rotating equipment or power transmission products in customer service, field service, maintenance, or engineering.
• Strong understanding of rotating equipment failure modes (bearing failure, lubrication, misalignment, imbalance, gear wear).
• Experience interpreting technical drawings, part catalogs, and specification sheets.
• Strong written and verbal communication skills with customer-facing experience.
• Working knowledge of ERP systems, preferably Epicor.

Responsibilities

• Serve as primary technical contact for outside sales, customers and internal stakeholders for rotating equipment issues.
• Manage incoming parts/units and create/manage orders in EPICOR; communicate status updates to outside sales.
• Prepare detailed repair estimates and technical quotations; support commercial negotiations as needed.
• Coordinate with operations, engineering, quality, and external repair partners to schedule repairs.
• Process warranty claims, returns, and repair authorizations; track warranty costs and maintain records.
• Track and report service KPIs and identify improvement opportunities.

Skills

MS Office

Rotating equipment experience

Analytical problem solving

Customer-facing communication

Education

Associate's degree

Bachelor's degree preferred

Tools

Epicor ERP

Job description

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What Timken makes possible begins with you.
Those who came before us helped land a man on the moon, create the world's infrastructure, and introduce renewable energy alternatives. Now you can join the Timken team to write your own unique story and help drive what's next.

A career at Timken means you can have an immediate impact doing Work That Matters to the world— improving the efficiency of today's industrial equipment and preparing for the future of motion on our planet and beyond. New employees can start contributing right away, and there are many opportunities to advance your career at your own pace. Join our global team of 19,000 people in 45 countries, and start helping our customers push the limits of what's possible in their world of motion.

Timken Power Systems, Philadelphia Gear brand has a current opening for a Customer Service Analyst specializing in rotating equipment to provide technical support, and quote/order management for industrial gears and gearboxes. This role bridges customers, outside sales, and internal engineering to diagnose failures, scope repairs, prepare technical quotes, and ensure timely, high-quality service delivery

Serve as the primary technical contact for outside sales, customers and internal stakeholders for rotating equipment issues (gears, bearings, shafts, couplings, gearboxes).

Manage incoming parts/units, create and manage orders in the EPICOR, and communicate status updates to outside sales.

Prepare detailed repair estimates and technical quotations; support commercial negotiations as needed.

Coordinate with operations, engineering, quality, and external repair partners to schedule repairs, manage parts sourcing, and ensure successful repair execution.

Process warranty claims, returns, and repair authorizations; track warranty costs and maintain accurate records.

Track and report service KPIs (response time, resolution time, first-time-fix rate, warranty trend) and identify improvement opportunities.

Technical/ Functional Skills:

Customer-focused with strong problem-solving and troubleshooting skills

Attention to detail and data-driven decision making.

Time management and ability to prioritize multiple service requests.

Continuous improvement mindset and ownership of quality outcomes

Provide timely updates to the salesman regarding status of their inquiries/jobs

Strong knowledge of customer service process and principles

Proven work experience as a Customer Service Analyst or similar role.

Basic Qualifications:

Associate's degree in business-related field required, Bachelor's degreepreferred.

Minimum of 3 years' experience supporting rotating equipment or power transmission products in customer service, field service, maintenance, or engineering roles

Strong understanding of rotating equipment failure modes (bearing failure, lubrication, misalignment, imbalance, gear wear

Experience interpreting technical drawings, part catalogs, and specification sheets

Strong written and verbal communication skills with customer facing experience

Skilled in all MS Office products

Working knowledge of ERP systems, preferably Epicor

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.

Timken is a global technology leader in engineered bearings and industrial motion. Our expanding portfolio of next-generation solutions helps customers around the world improve efficiency, solve their toughest challenges, and push the boundaries of performance. We employ 19,000 people globally, operate from 45 countries, and posted $4.6 billion in sales in 2025.
We have been recognized as one of America's Most Responsible Companies 6x by Newsweek and one of the World's Most Ethical Companies® 15x by Ethisphere.

Why Choose Timken?

• Over a century of knowledge and innovation
  
• A culture of top performance
  
• Products that contribute to a sustainable world
  
• A conviction to improve communities around us
  
• Competitive salary and benefits
  

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