Parts Technical Support Specialist

Key Responsibilities

 

· Receive and own dealer parts cases involving identification, specification, applicability, fitment, cross-reference and supersession.

 · Use electronic parts catalogs, machine serial numbers, model/configuration data, BOMs and technical documentation to identify the correct part.

 · Validate part applicability and supersession logic to minimize incorrect orders, returns and repeat contacts.

 · Provide accurate case responses and document the search logic, evidence and final recommendation in the approved case platform.

 · Coordinate with Services Technical Support when a parts query is linked to a service fault or diagnostic issue.

 · Escalate catalog errors, ambiguous configurations and engineering-level issues to the designated parts or engineering contacts and track closure.

 · Coordinate with parts operations for availability or order-status information within the agreed boundary.

 · Identify recurring dealer questions and create candidate knowledge articles, catalog tips and SOP updates for SME approval.

 · Participate in product, catalog, systems and process training, including shadowing and reverse knowledge transfer.

 · Maintain high attention to detail, traceability and dealer communication throughout the case lifecycle.

 

 Mandatory Candidate Requirements

 

· Experience in OEM/dealer spare parts, aftermarket support, parts catalog operations or technical parts assistance.

· Practical knowledge of electronic parts catalogs (EPC), parts books, BOMs, exploded views, serial-number/configuration logic and supersession.

· Understanding of equipment components and assemblies sufficient to validate application and fitment.

 

· Ability to distinguish a parts-identification issue from a service/diagnostic fault and route correctly.

· Experience supporting dealers, distributors, workshops, service teams or internal parts operations.

· Strong attention to detail, analytical thinking, documentation discipline and English communication.

 

RoleService Delivery Owner

Qualifications

BACHELOR OF ENGINEERING