Technical Parts & Aftersales Support Specialist
Job Description
Job DescriptionTechnical Parts & Aftersales Support Specialist Location: Garner, NC 27529
Pay: $70,000 per year
Job Type: Full-time Position Overview We are looking for a Technical Parts & Aftersales Support Specialist to support customers with machinery, equipment, and parts-related needs. This role is ideal for someone with a strong technical or mechanical background who enjoys working directly with customers, troubleshooting problems, and finding the right parts or solutions. The successful candidate will be comfortable discussing machinery and components with customers by phone and email, asking the right questions to understand an issue, researching technical information, identifying solutions, and coordinating with internal teams to resolve customer needs. Spanish or Portuguese language skills are required.Key Responsibilities
- Provide technical and aftersales support to customers regarding machinery, equipment, components, and replacement parts.
- Handle customer inquiries and troubleshoot machinery and parts-related issues by phone and email.
- Ask diagnostic questions to understand equipment issues and determine the appropriate solution.
- Identify replacement parts and components based on equipment, specifications, and customer requirements.
- Research parts information, specifications, availability, pricing, lead times, and alternative solutions.
- Coordinate with parts, service, purchasing, warehouse, shipping, and other internal teams to resolve customer issues.
- Follow up on orders, backorders, substitutions, and shipments.
- Clearly communicate technical information, recommendations, and order updates to customers.
- Support international customers, dealers, vendors, and business partners.
- Maintain accurate customer, parts, and order information in company systems.
- Take ownership of customer issues and follow them through to resolution.
- Manage multiple customer requests while maintaining strong communication and follow-up.
Qualifications
- Experience working with machinery, industrial equipment, heavy equipment, mechanical systems, or machinery parts.
- Experience in technical support, customer support, troubleshooting, parts support, service support, or aftersales support.
- Comfortable providing customer assistance and troubleshooting over the phone.
- Strong mechanical and technical understanding with the ability to research and identify solutions.
- Ability to understand technical information and explain it clearly to customers.
- Strong problem-solving, communication, and follow-up skills.
- Fluent in Spanish or Portuguese, in addition to English.
- Strong computer skills and ability to learn ERP, CRM, parts-management, and other business systems.
- Engineering education or an engineering/technical background is a plus.
Ideal Backgrounds Candidates with experience in the following areas are encouraged to apply:
- Technical Support
- Technical Customer Support
- Product Support
- Aftersales Support
- Parts Support
- Machinery or Equipment Parts
- Field Service
- Service Coordination
- Equipment Dealerships
- Industrial Equipment
- Manufacturing Equipment
- Heavy Equipment
- Mechanical or Mechatronics Engineering
- Applications Engineering
- Technical Call Center Support
What Makes This Role Different This is not simply a parts-ordering or customer service position. The ideal candidate can understand a customer’s machinery or parts issue, ask the right questions, research the problem, identify the appropriate solution, and coordinate the resolution. This position is a strong fit for someone who combines technical knowledge, machinery or parts experience, customer problem-solving skills, and Spanish or Portuguese language ability.