Parts and Service Specialist

Position Overview:

Petersen Industries is seeking a motivated and resourceful Parts & Service Specialist to assist customers with technical support, parts orders, and service inquiries related to our proprietary heavy equipment. This is an office-based role requiring strong communication skills, technical aptitude, and the ability to learn and retain complex mechanical and hydraulic system knowledge.

Key Responsibilities:

- Answer phone calls and emails from customers, providing technical assistance and parts support.

- Use HubSpot for managing customer interactions, support tickets, and tracking service issues.

- Work with PDFs, basic spreadsheets, and file organization tools for documentation and invoicing.

- Communicate complex technical information (e.g., hydraulic diagnostics, mechanical troubleshooting) to customers with varying levels of expertise.

- Take initiative to learn company products by reviewing engineering diagrams, manuals, and observing production processes on-site.

- Perform manual invoicing and order entry using Macola and transition to Epicor within the next year.

- Work with engineers, technicians, and service teams to gather missing information and improve documentation.

- Multitask effectively between customer support, invoicing, documentation, and learning technical systems.

- Maintain organized notes and documentation for customer interactions and technical issues.

Required Skills & Qualifications:

- Strong computer literacy, including working with file explorers, PDFs, and spreadsheets (basic Excel skills required).

- Ability to learn and retain technical information related to proprietary heavy equipment.

- Excellent written and verbal communication skills, with the ability to simplify technical explanations.

- Critical thinking and problem-solving skills for diagnosing and resolving customer issues.

- Self-motivated and proactive in learning equipment functionality without structured training.

- Ability to read and understand technical drawings and service manuals.

- Detail-oriented with strong organizational skills to track customer interactions and service records.

Preferred Skills & Experience:

- Prior experience in mechanical, hydraulic, or heavy equipment service is a plus.

- Background in diesel mechanics, mechanical systems, or technical troubleshooting.

- Experience with Epicor, Macola, or other ERP systems for invoicing and order processing.

- Ability to work efficiently in a documentation-heavy, resourceful environment with minimal oversight.

Ideal Candidate Traits:

- Enjoys problem-solving and finding creative solutions.

- Can multitask effectively and manage multiple customer requests at once.

- Willing to take initiative and explore company processes to gain expertise.

- Retains information and does not require constant repetition of training.

- Adaptable to a fast-paced, evolving work environment with changing tools and processes.

If you are a tech-savvy, mechanically inclined professional who thrives in a self-driven learning environment, we encourage you to apply!

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Schedule:

- 10 hour shift

- Monday to Friday

Ability to Commute:

- Lake Wales, FL 33859 (Required)

Work Location: In person