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Job Description

Role Summary
The Parts & Equipment Operations Analyst serves as the dedicated process improvement, training, and operational support resource for the Parts & Equipment Customer Service team. This role is responsible for identifying and implementing process efficiencies, representing the team in crossfunctional initiatives, owning training and SOP governance, and managing daily operational reporting. The Analyst works closely with the Customer Service Manager and Lead to elevate team performance, ensure operational consistency, and drive continuous improvement specific to Parts & Equipment operations.

Key Responsibilities
Process Improvement
• Lead process optimization and continuous improvement initiatives specific to Parts &

Equipment Customer Service operations
• Identify inefficiencies in current workflows and develop actionable solutions in collaboration with CS leadership
• Document and standardize improved processes through SOP creation and governance
• Monitor process adherence and recommend adjustments as the team and business evolve

Cross-Functional Representation
• Serve as the Parts & Equipment Customer Service representative in company-wide initiatives including system upgrades, IT projects, and finance-led process changes
• Evaluate proposed changes through the lens of P&E operations and communicate impact to CS leadership
• Partner with IT to initiate and support improvement projects involving SAP, Cisco Finesse, PowerBI, and other tools used by the team
• Participate in cross-functional meetings and relay relevant updates to the CS team in a timely manner

Training & Team Development
• Own the onboarding and training process for new Customer Service hires, including development of training materials and structured training plans
• Conduct refresher training sessions for existing team members as processes evolve or performance gaps are identified
• Partner with CS leadership to identify training needs and develop targeted solutions
• Maintain and update training documentation to ensure accuracy and consistency SOP Governance
• Create, maintain, and standardize Standard Operating Procedures (SOPs) across the Customer Service team
• Ensure all SOPs reflect current processes and are accessible to team members
• Conduct periodic reviews of existing documentation to identify gaps or outdated content Report Management
• Own and maintain daily operational reports in PowerBI, ensuring accuracy and accessibility for the team
• Monitor reporting data for trends or anomalies and communicate findings to CS leadership
• Collaborate with IT and analytics teams to resolve reporting issues and implement enhancements

Back-Office & Quality Support
• Perform order accuracy audits and quality checks to ensure CS team adherence to established standards
• Manage credit analysis and MDG request submissions as needed
• Provide escalation support for complex customer or order-related issues
• Assist with back-office tasks during high-volume periods or team coverage gaps
• Manage/ Update ECO and replacement part order changes

Cross-Functional Partnerships
This role works closely with the following teams and stakeholders:
• Customer Service Leadership (Manager and Lead)
• Information Technology (IT)
• Finance
• Sales and Field Service teams
• Engineering and Operations
• Human Resources (as needed for training initiatives)

Qualifications

Required
• Experience in customer service, operations, or a process-focused role
• Strong analytical and problem-solving skills with the ability to identify root causes and implement solutions
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work independently with minimal supervision
• Proficiency in Microsoft Office Suite and comfort learning new systems and tools

Preferred
• Experience with SAP, PowerBI, or Cisco Finesse
• Background in process improvement, training, or project coordination
• Familiarity with Parts & Equipment or industrial customer service operations
• Experience creating SOPs or training documentation

Core Competencies
• Process Thinking — ability to see the big picture and design scalable, repeatable solutions
• Attention to Detail — high accuracy in reporting, documentation, and order management
• Collaboration — works effectively across teams and communicates with clarity
• Adaptability — comfortable navigating change and supporting a team through transitions
• Ownership — takes accountability for outcomes and follows through without being
directed

Benefits and Perks

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discounts
• Flexible spending account
• Health insurance
• Life insurance
• Paid elder care
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance