Parts Technical Support Specialist

Key Responsibilities

• Receive and own dealer parts cases involving identification, specification, applicability, fitment, cross-reference and supersession.
• Use electronic parts catalogs, machine serial numbers, model/configuration data, BOMs, and technical documentation to identify the correct part.
• Validate part applicability and supersession logic to minimize incorrect orders, returns, and repeat contacts.
• Provide accurate case responses and document the search logic, evidence, and final recommendation in the approved case platform.
• Coordinate with Services Technical Support when a parts query is linked to a service fault or diagnostic issue.
• Escalate catalog errors, ambiguous configurations, and engineering-level issues to the designated AGCO parts or engineering contacts and track closure.
• Coordinate with parts operations for availability or order-status information within the agreed boundary.
• Identify recurring dealer questions and create candidate knowledge articles, catalog tips, and SOP updates for AGCO SME approval.
• Participate in product, catalog, systems, and process training, including shadowing and reverse knowledge transfer.
• Maintain high attention to detail, traceability, and dealer communication throughout the case lifecycle.