Parts Interpreter

September 17, 2024

JLG Industries Inc Australia Branch

Regents Park

FULL TIME

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

JOB SUMMARY:

The Parts Interpreter role is a technical support position which assists customers in identifying spare parts and processing parts sales. The role requires a mechanically minded individual with a strong focus on customer satisfaction and complaint resolution.

The Parts Interpreter is responsible for accurate and timely communication with service technicians and workshop staff and supports the Business Development Managers and Sales staff where necessary to ensure strong customer relationship support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

These duties are not meant to be all-inclusive and other duties may be assigned.

Respond to incoming Parts requests via email and phone (internal/external customers)
Interpretation of Parts requirements using parts manuals / computer applications
Ensure all enquiries are dealt with in a timely and professional manner
Process customers quotations and orders, ensuring accuracy
Follow up all customer enquiries on supply lead times, shipment methods and backorders
Coordinate deliveries and supply from multiple supply locations to deliver in full where possible
Proactively keep customers informed of any changes to their order and routinely follow up backorders
Following up quotations with customers to further promote sales
Ensure freight charges (local and international) are accurate to ensure recovery/margin
Provide Proof of Deliveries and escalate freight delays to management as required
Raise credit return forms as per JLG policy with required detail/information
Process cash sale/walk in customers orders in line with company policies
Escalate issues with manuals/OLE to technical services as needed
Performing other general duties as required (including store duties and training as necessary)

MINIMUM QUALIFICATIONS:

Ability to effectively communicate – written and verbal
Strong literacy and numeracy skills to ensure accuracy with data entry and correspondence
Experience with computer systems (ERP experience with SAP or similar required)
Ability to work as an individual and within a team environment
Strong organizational skills with exceptional follow through and attention to detail
Strong customer service
Previous experience and knowledge of spare parts sales and operations
Mechanical aptitude

PREFERRED QUALIFICATIONS:

Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.
Ability to work in a fast-paced environment where requirements are constantly changing.
Experience working in a call centre environment advantageous
Previous experience within the access equipment industry preferred