Parts and Service Support Specialist

Overview: Premier Equipment is a full-service John Deere dealership serving agriculture, lawn care, commercial grounds, and compact construction customers across Southern Ontario. With 10 locations and over 90 skilled technicians, we deliver innovative equipment, expert service, and unmatched support. Since the 1950s, we’ve grown with a clear purpose: To be the best part of our customer’s day by improving their business and lifestyle. Whether it’s solving equipment issues or offering new technology, we’re here to make their day better—and yours too. It’s an exciting time to join Premier. Come grow with us. What You'll Be Doing: As a Parts and Service Support Specialist at Premier Equipment, you’ll be the first point of contact for customers who need help with parts identification, parts ordering, and service-related questions. You’ll gather accurate equipment information (model/serial), document machine symptoms, and coordinate with Parts and Service teams to drive fast, accurate resolutions in a high-volume environment Responsibiliites: Provide inbound support via phone, email, and chat for parts and service inquiries. Perform parts lookup/identification and process parts orders, including related/associated parts, using model/serial number verification and parts resources. Collect and document machine symptoms and customer concerns to support service diagnostics, work orders, and scheduling. Troubleshoot and resolve customer issues, escalating to higher-level support when necessary. Provide accurate information about products, services, and policies. Coordinate with Parts, Service, and other departments to ensure accurate handoffs and timely updates. Maintain detailed and accurate records of customer interactions in the CRM system. Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided. Identify opportunities to improve customer service processes and suggest enhancements. Stay up-to-date with product knowledge, company policies, and industry trends Qualifications: High school diploma or equivalent; additional education or certifications in customer service or a related field is a plus. 1–2 years of experience in customer support, dealership parts, parts counter, service advisor, or service coordination. Familiarity with OEM parts, parts catalogs, and accurate documentation practices. Ability to identify equipment using model/serial number plates and translate customer descriptions into clear parts/service documentation Strong communication skills (verbal and written) and ability to explain technical information clearly. Proficient in using CRM systems and other customer service software. Detail-oriented with strong problem-solving skills and ability to manage a high volume of inquiries. Bilingual skills are a plus. Work Environment: This position typically operates in an office environment. The role may require extended periods of sitting and using a computer. Occasional travel may be required for training or meetings. Performance Metrics: Customer satisfaction scores. Average response time to customer inquiries. Answered calls – missed calls Return call time Resolution rate of customer issues. Verification of location follow up Accuracy and completeness of records in the CRM system. Gathering information necessary to support customers Internal inquiries At Premier Equipment, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation. #HP02 What's in It for You: At Premier Equipment, we invest in our people and reward their contributions with a competitive and supportive compensation package, including: Comprehensive Health & Dental Coverage (includes vision and paramedical services) Company-Matched RRSP Annual Profit Sharing Boot & Tool Allowance Apprenticeship Scholarships Employee Assistance Program (EAP) Company Vehicle (for qualifying positions) Salary Range: CAD $55,000.00 - CAD $70,000.00 /Yr.