Customer Support Analyst - Service Parts - Crown Equipment Corporation

Company Description:

Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.

Summary

Provide reports, communication, and internal customer support regarding service parts distribution at a world class level. Collaborate with cross-functional teams and provide recommendations for improvements. Work closely with Customer Support Management and other internal departments to ensure a wholistic approach to solutions to meet Company’s corporate goals. Utilize, audit, and improve standard work procedures.

Responsibilities

Service Parts Distribution Reporting

Update, review for accuracy, and distribute reports, key performance indicators (KPIs), and other data visualization products. Adopt, implement, and evolve report automation to increase efficiency. Recommend updates, improvements, and additions to existing reports. Create reports that help provide better insight for management in all areas of responsibility for service parts distribution. Document and track regional Headquarters Parts Distribution centers performance and compare to global standards. Provide discovery results and work with regional contacts, General Manager Service Parts Distribution, and Director Global Services when global standards are not met.

Customer Support

Create, maintain, and improve customer feedback tracking. Implement and improve a proactive approach to Customer Support through existing and new information obtained from the Customer Relationship Management (CRM) system. Provide support for all Regional Headquarters Parts Distribution professionals. Answer phones/emails and provide general support for the department. Develop and implement new methods to make Company Customer Support more efficient and effective.

Communicaton

Effectively present reports to internal and external stakeholders that define progress, problems, and solutions regarding service parts distribution. Develop report distribution methods that are most effective and efficient while utilizing the latest technology.

Documentation

Create and maintain process documentation for all routine tasks, including but not limited to frequency of reports, day-to-day activities, data acquisition, and long-term calendars.

Minimum Requirements

2-4 years related experience

Associate degree (Information Technology, Business, or Business Administration)

                Non-degree considered if 6+ years of related experience along with a high school diploma or GED

Valid Passport

Preferred Requirements

Bachelor’s degree in Business or Project Management. Three years of industry experience. Proficiency in Microsoft Word, Excel, Teams, and Outlook. Power BI development skills. Good verbal and written communication skills. Interpersonal, organizational, and presentation skills. Analytical, creative, and problem-solving abilities. Ability to organize and prepare information in concise forms to management.

Crown truck parts and service experience along with a strong aptitude with Microsoft Excel and/or Power BI is desired.

Work Authorization:

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

No agency calls please.

Compensation and Benefits:

Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.

EO/AA Employer Minorities/Females/Protected Veterans/Disabled