Customer Service Analyst

Job Description

At ITT, we have a clear purpose as an organization to provide our customers with cutting-edge solutions to help solve their most critical needs across key global end markets. Our continuous improvement mindset drives our commitment to evolving our capabilities as a multi-industrial technology, manufacturing and engineering leader. With a strong global footprint of more than 100 facilities, we are well positioned to solve critical challenges for our customers around the world. Our locations include manufacturing facilities and global service capabilities in 35 countries. Through these worldwide operations and building on our heritage of innovation, our approximately :11,000 team members partner with our customers to deliver enduring solutions that make a lasting difference and help the world move forward. ITT is headquartered in Stamford, CT, with sales in approximately 125 countries. The company generated 2024 revenues of $3.6 billion.

- Motion Technologies: (Revenue of $1.4B; headcount of : 4,000; operates in 13 countries) manufactures brake components and specialized sealing solutions, shock absorbers and damping technologies primarily for the global automotive, truck and trailer, public bus and rail transportation markets.
- Industrial Process: (Revenue of $1.4B; headcount of :3,400; operates in 30 countries) manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical, energy, mining, and other industrial process markets and is a provider of plant optimization and efficiency solutions and aftermarket services and parts.
- Connect and Control Technologies: (Revenue of $0.8B; headcount of : 3,800; operates in 10 countries) manufactures harsh-environment connector solutions, critical energy absorption, flow control components, and composite materials for the aerospace and defense, general industrial, medical, and energy markets.

Position Summary

The Customer Support Engineer for Spares plays a critical role in supporting the tendering team by providing technical expertise and customer-focused solutions for spare parts and service offerings. This position is responsible for analyzing customer requirements, preparing accurate spare parts proposals, and ensuring timely and efficient support to internal teams and external clients.

Essential Responsibilities

- Prepare quotations interpret / clarify customer needs select correct parts
- Obtain blue sheets and RPD's when not available
- Handle and communicate customer's queries
- Work with ASM to follow up with customers on parts quotes
- Enter and maintain parts orders
- Communicate with CSC / export on expediting orders
- Interpret customer requirements and coordinate special requests
- Communicate order status to customers
- Follow orders through to shipped stage and advise customers
- Coordinate with customers the return of wrong or incorrectly ordered parts through RMO (return material order) process
- Resolve discrepancies
- Assist in collection issues on invoices
- Maintain / communicate active offers to sales managers and reps
- Maintain / communicate sales results to sales managers and reps
- Prepare monthly reports
- Maintain filing system
- Maintain and update serial number records
- Proactively suggest process improvements

Position Requirements

- Education: Bachelor's degree in business administration, Science, or Commerce. An MBA is preferred.
- Experience: 3 to 7 years of professional experience, with a strong emphasis on customer service.
- Language Skills: Fluency in English with excellent verbal and written communication abilities.
- Technical Skills: Proficient in computer applications and digital tools.
- Organizational Skills: Highly organized with effective time management capabilities.
- Teamwork: Collaborative mindset and proven ability to work well within a team.