Customer Service Analyst

Saved job description

What Timken makes possible begins with you.

Those who came before us helped land a man on the moon, create the world's infrastructure, and introduce renewable energy alternatives. Now you can join the Timken team to write your own unique story and help drive what's next.

A career at Timken means you can have an immediate impact doing Work That Matters to the world— improving the efficiency of today's industrial equipment and preparing for the future of motion on our planet and beyond. New employees can start contributing right away, and there are many opportunities to advance your career at your own pace. Join our global team of 19,000 people in 45 countries, and start helping our customers push the limits of what's possible in their world of motion.

Timken Power Systems, Philadelphia Gear brand has a current opening for a  Customer Service Analyst specializing in rotating equipment to provide technical support, and quote/order management for industrial gears and gearboxes. This role bridges customers, outside sales, and internal engineering to diagnose failures, scope repairs, prepare technical quotes, and ensure timely, high-quality service delivery

Essential Responsibilities:

Serve as the primary technical contact for outside sales, customers and internal stakeholders for rotating equipment issues (gears, bearings, shafts, couplings, gearboxes).

Manage incoming parts/units, create and manage orders in the EPICOR, and communicate status updates to outside sales.

Prepare detailed repair estimates and technical quotations; support commercial negotiations as needed.

Coordinate with operations, engineering, quality, and external repair partners to schedule repairs, manage parts sourcing, and ensure successful repair execution.

Process warranty claims, returns, and repair authorizations; track warranty costs and maintain accurate records.

Track and report service KPIs (response time, resolution time, first-time-fix rate, warranty trend) and identify improvement opportunities.

Technical/ Functional Skills:

Customer-focused with strong problem-solving and troubleshooting skills

Attention to detail and data-driven decision making.

Time management and ability to prioritize multiple service requests.

Continuous improvement mindset and ownership of quality outcomes

Provide timely updates to the salesman regarding status of their inquiries/jobs

Strong knowledge of customer service process and principles

Proven work experience as a Customer Service Analyst or similar role.

Deliver exceptional customer experience

Basic Qualifications:

Applicant must have bachelor’s degree and a minimum 2 years’ experience or high school diploma and 10+ years of customer service experience

Minimum of 3 years' experience supporting rotating equipment or power transmission products in customer service, field service, maintenance, or engineering roles 

Strong understanding of rotating equipment failure modes (bearing failure, lubrication, misalignment, imbalance, gear wear

Experience interpreting technical drawings, part catalogs, and specification sheets

Strong written and verbal communication skills with customer facing experience

Skilled in all MS Office products 

Working knowledge of ERP systems, preferably Epicor 

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.