Customer Service Analyst: Rotating Equipment Tech Support

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

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.