HVAC Parts Specialist

JOB SUMMARY

Under the direction of the Parts Management team, the HVAC Parts Specialist provides the best possible customer satisfaction to the organization's customers by foreseeing, addressing, and resolving customer inquiries and problems, processing and tracking orders, and resolving billing issues, in accordance with company policies and procedures for product line(s) assigned. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service/Order Management

• Establishes and maintains positive working relationships with customers and suppliers by ensuring customer satisfaction and providing expertise in the analysis of systems, problems, technical issues, and orders.
• Evaluates on-hand inventory, monitors backorders, and assesses lead times (e.g., monitors shipping notification statuses, manufacturer’s pipeline, etc.) to ensure desired products and services can be delivered to customers within their expectations. 
• Drives proactive, accurate, and prompt communication regarding the status of open (have not yet arrived or been invoiced) orders to customers and technicians. 
• Answers basic technical questions about parts within our catalogue and scope. 
• Assists in identifying parts needed based off equipment model and serial number, utilizing technical cut sheets and spare parts list. 
• Provides inside support to the organization’s sales representatives, as needed. (e.g., shipping/order information and follow-up, technical information on parts, equipment storage for sales’ customers). 
• Identifies equipment sales opportunities and directs leads to appropriate sales teams for follow-up (e.g., aged equipment opportunities as customers call in for parts on older equipment, outdated/discontinued parts). 
• Redirects calls as appropriate to other departments such as technical support, services, or application engineering.
• Serve as backup for picking and packing customer orders efficiently and accurately for shipment. 

Parts Sales

• Utilizes CRM to identify new prospects and drive new sales, as well as capitalize on opportunities to increase share of wallet with existing customer base. 
• Manages all CRM opportunities to maximize sales and customer service – including but not limited to customer relationships and delivery, site order follow up, quote follow up, and sales metrics. 
• Makes customer site visits to discuss sales history, market trends, and opportunities, as appropriate. 

Process Products for Shipment

• Follows through by scheduling and coordinating the delivery of parts sold. 
• Understands and follows UPS, USPS, and FedEx shipping processes.

Process Improvement, Training & Development

• Studies and standardizes procedures to assure the timely, accurate and efficient coordination of all shipping and order functions including but not limited to sales, quoting, order fulfillment, order delivery, invoicing, and returns.
• Attends departmental or factory training and field shadowing opportunities as available to build knowledge.
• Follows and complies with all safety and work rules and regulations. 
• Comprehends and adheres to all safety, quality, and Company guidelines specified in the Employee Handbook, the safety policy manuals, quality procedures, or any official Company documents.
• Other duties, as assigned. 

ESSENTIAL QUALIFICATIONS/REQUIREMENTS

• Education: Requires High School diploma or GED equivalent.
• Experience: One (1) to two (2) years as a parts specialist or working within a parts team; or a combination of equivalent education and experience. Strong HVAC technical experience required.
• Mathematical Skills: Ability to read and interpret documents. Ability to count for inventory-tracking and shipment preparation purposes. Ability to count and calculate delivery costs.
• Reasoning Ability: Demonstrates the use of problem-solving using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. 
• Communication Skills: Ability to listen and talk effectively to understand and communicate the needs of customers and coworkers. Ability to read and interpret documents. Ability to write and electronically submit POs and email coworkers.
• Computer Skills: Ability to operate MS Office (Word, Excel, Outlook), internal business application computer system, and ability to be trained in ERP control system.
• Supervisory Responsibilities: This position has no supervisory responsibilities.
• Other Qualifications: Must be able to follow safety standards when working with tools and equipment and must be able to receive 10-hour OSHA certificate within the first week of start. Must also be able to receive/maintain forklift certification, and dock leveler training to be able to operate dock leveler, as well as a forklift in a variety of weather and traffic conditions. Excellent organizational and time management skills are required. 

PREFERABLE QUALIFICATIONS/REQUIREMENTS

• Experience: Three (3) years of experience in a shipping environment with knowledge of warehouse procedures and functions is preferred.
• Other Qualifications: WMS and NetSuite proficiency are preferred. Additionally, basic knowledge of construction tools and equipment is preferred.

WORK AND TRAVEL REQUIREMENTS:  

• Physical Demands: While performing the duties of this job, the employee is frequently required to sit; talk; hear warning sound of truck; and use hands to handle, or touch objects or controls. Performs repetitive motion of fingers, hands, wrists. The employee is regularly required to stand and walk, stoop, bend or reach above the shoulders. The employee must be able to lift up to 50 pounds when needed. Requires dexterity of fingers to gather and pack items for shipment and enter data into computer. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 
• Driving Responsibilities: This position requires occasional travel within the Chicagoland area with a valid driver’s license and proof of automobile insurance.
• Work Environment: Warehouse and office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.
• Position Type and Expected Hours of Work: This is a full-time position, and typical workdays are Monday through Friday. Shift hours are from 8:00 A.M. to 5:00 P.M. with one (1) hour unpaid lunch. Occasional outside-hours support will be required when necessary.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without prior notice. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.