Parts and Service Customer Service Representative

Stepp Manufacturing; North Branch (NH); On-site; USD 38,000 - 52,000; Full time

Job summary

Stepp Manufacturing in North Branch MN is seeking a Parts and Service Representative to handle customer inquiries, troubleshoot equipment, and identify parts for maintenance and repairs. You will also process orders and track shipments, gaining proficiency in our Syspro ERP.

The role emphasizes exceptional customer service, mechanical aptitude, and teamwork in a 50/50 shop/office environment. Schedule: Mon–Thu 7:00am–4:30pm, Fri 6:00am–11:00am.

Qualifications

• Exceptional customer service skills demonstrated in past roles.
• Strong mechanical aptitude for troubleshooting equipment.
• Understanding of hydraulic systems preferred.
• Familiarity with 12-volt electrical systems preferred.
• Clear and effective communication with customers.

Responsibilities

• Answer parts and service calls with a customer-first approach.
• Troubleshoot equipment and order parts over phone/email; diesel burner knowledge helpful.
• Identify solutions to resolve customer issues and complaints.
• Learn and use the Syspro ERP system.
• Identify parts for maintenance and repairs; process sales orders.
• Ship and track parts orders; manage packing slips and shipping labels.
• Read blueprints and BOMs; support process improvements.
• Maintain orderly work area and collaborate with team.

Skills

Exceptional customer service

Strong mechanical aptitude

Hydraulics knowledge

12V electrical knowledge

Effective communication skills

Education

High School diploma or GED

Job description

12325 River Road, North Branch MN 55056

Contact: Barb Hartman // 952-698-8108 // [e-mail]

PARTS AND SERVICE REPRESENTATIVE

From start to finish, Stepp is a full manufacturing facility for asphalt maintenance equipment. Located north of the metro and right on the Sunrise River, this commute could be a saving grace for those of you looking to get out of the daily city driving routine!

We are looking for a motivated and mechanically inclined individual with a knack for providing exceptional customer service to consult our customer’s needs, assist with troubleshooting, and identify parts needed for required maintenance and/or repairs on asphalt maintenance machinery. This person will also be responsible for shipping and tracking customer’s parts orders.

Full time position MONDAY – THURSDAY 7:00am-4:30pm, FRIDAY 6:00am-11:00am

ESSENTIAL FUNCTIONS:

• Answer any and all parts and service related phone calls using a prime customer service approach
• Efficiently assist our customers with troubleshooting their equipment and ordering parts over the phone and via email. (Frequent troubleshooting related to diesel burner system and component issues)
• Identify and propose appropriate solutions and/or services to resolve customer complaints and issues
• Learn and gain a good understanding of our ERP system, Syspro.
• Search for and accurately identify parts needed for required maintenance and/or repairs
• Enter sales orders, navigate sales order histories, identify order statuses, etc.
• Process job tickets
• Requisition out-of-stock items for Purchasing

• Package and process parts order shipments using UPS WorldShip.

• Using the Packing Slip supplied after Order Entry, take note of the part numbers, specified ship-to addresses, order quantities (ship partials and backorder as necessary), and any special instructions noted on the slip to ensure 100% accuracy when preparing and sending shipments.

• Learn and gain a good understanding of the mechanical assembly and the basic operations of our equipment so that you can effectively teach, train, and assist the customer.

• Must be able to read and interpret blueprint drawings, Bills of Material (BOMs), and documented manufacturing procedures.
• Perform work at or above pre-established performance objectives
• Keep the work area clean and organized
• Follow work direction and training provided by higher level personnel
• Ability to identify and communicate basic process improvements
• Ability to work well in a team environment
• Flexibility and willingness to adapt to frequently changing priorities/tasks
• Proven reliability -- attendance and punctuality!
• All other assignments from Leadership

ESSENTIAL REQUIREMENTS:

EXCEPTIONAL CUSTOMER SERVICE SKILLS

• Strong mechanical aptitude demonstrated by past work experience/ hobbies.

• Must be able to reason and partake in critical decision making

• Approximate 50/50 mixture of shop exposure and office setting
• Fine dexterity use of hands/fingers for periodic/sustained keyboard use
• Use of logic and understanding to draw conclusions from relevant or missing information

QUALIFICATIONS:

• High School diploma or GED
• 1-3 years customer service experience preferred
• Some hydraulics and/or other power transmission systems experience/knowledge preferred
• Some 12 volt electrical systems experience/knowledge preferred
• Effective communication skills required

The statements herein are intended to describe the general nature and level of work being performed by employees in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

• FLSA Status: Non-Exempt
• Stepp Manufacturing is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law

CORE VALUES

INTEGRITY – EXCELLENCE - CREATIVITY - TEAMWORK