We are looking for a motivated Customer Service Representative to join a leading machinery manufacturing company in Charlotte, North Carolina. In this Contract to permanent role, you will play a pivotal part in supporting aftermarket operations, ensuring seamless service for customers, and maintaining operational efficiency across teams. This position offers an exciting opportunity to contribute to a dynamic and growing organization while advancing your career in customer service and operational coordination.<br><br>Responsibilities:<br>• Act as the primary point of contact for customers, technicians, and branches, addressing service, parts, and warranty inquiries.<br>• Facilitate and troubleshoot escalations related to equipment, portal activities, and compliance programs.<br>• Collaborate with service managers and parts teams to track work orders, monitor inventory availability, and manage backorders.<br>• Coordinate preventative maintenance programs, service schedules, and contract updates to ensure fleet health and uptime.<br>• Standardize workflows across service, parts, and warranty operations, driving consistent processes and improvements.<br>• Assist with technician onboarding and training schedules, ensuring adherence to company policies and safety standards.<br>• Support reporting and tracking activities using internal systems and databases, providing valuable operational insights.<br>• Manage customer communications with clarity and professionalism, ensuring timely resolutions to inquiries.<br>• Partner with corporate leadership to uphold compliance and safety regulations.<br>• Identify opportunities for operational enhancements and contribute to continuous improvement initiatives.
<p><strong>About the Role</strong></p><p>We’re proactively connecting with experienced Systems Analysts who enjoy working at the intersection of business processes and Oracle-based applications. This role focuses on discovery, analysis, and solution design, with hands-on involvement in Oracle technologies to support and enhance enterprise systems used across multiple departments.</p><p>This is an ideal opportunity for someone who understands how systems support retail operations and can translate business needs into reliable, scalable technical solutions.</p><p><strong>What You’ll Do</strong></p><ul><li>Partner with business users to analyze workflows, requirements, and system gaps</li><li>Perform discovery, feasibility assessments, and impact analysis for new initiatives and enhancements</li><li>Design functional and technical solutions leveraging Oracle Forms, Reports, PL/SQL, and APEX</li><li>Support and enhance existing Oracle applications across multiple business areas</li><li>Write, debug, and test code as needed to support system enhancements and issue resolution</li><li>Develop and maintain system, process, and functional documentation</li><li>Coordinate implementations with DBAs, QA teams, developers, and end users</li><li>Ensure consistency, standardization, and adherence to best practices</li><li>Provide production support and organizational systems guidance</li><li>Support knowledge sharing and peer training initiatives</li></ul>
<p><strong>Key Responsibilities</strong></p><ul><li>Write, optimize, and maintain SQL queries, views, and stored procedures to support reporting and analytics</li><li>Develop and maintain Excel-based reports, dashboards, and data models</li><li>Build and enhance Excel macros and VBA scripts to automate data processing and reporting workflows</li><li>Reconcile and validate data across multiple databases and source systems to ensure accuracy</li><li>Support ad-hoc and scheduled reporting requests from business users</li><li>Troubleshoot data discrepancies and perform root cause analysis using SQL and Excel</li><li>Monitor data quality, integrity, and availability across reporting datasets</li><li>Support CRM data usage by ensuring clean, accurate, and accessible reporting data</li><li>Collaborate with internal teams and vendors to resolve data and system-related issues</li></ul>
<ul><li>Own and maintain a technically detailed product backlog aligned to platform architecture and business priorities</li><li>Decompose high-level initiatives into epics, features, and user stories with clear technical acceptance criteria</li><li>Collaborate with architects and senior engineers on system design, integration patterns, and technical feasibility</li><li>Define and document functional and non-functional requirements, including performance, security, scalability, and reliability</li><li>Partner with DevOps teams to align backlog priorities with CI/CD pipelines, release strategies, and deployment schedules</li><li>Participate in technical design discussions, backlog refinement, sprint planning, reviews, and retrospectives</li><li>Manage dependencies across teams, services, and third-party integrations</li><li>Support API-first and event-driven development by defining contracts, payloads, and interface expectations</li><li>Validate completed work through story acceptance, integration testing coordination, and release sign-off</li><li>Support production readiness, including release notes, rollout planning, and post-deployment validation</li><li>Analyze production issues, defects, and technical debt to drive root-cause remediation and backlog prioritization</li><li>Use metrics such as velocity, cycle time, defect trends, and system performance to inform prioritization decisions</li></ul>
