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Product Support Specialist

Wilmington, NC, US

Job ID: 39186 

Location: US-NC Wilmington HR 

Department:  Customer and Product Support 



Terex Cranes, a part of the Terex Materials Processing segment, located in Wilmington, NC is seeking a Product Support Specialist to support the Tower Crane products line


This position is not remote and will report in to the Wilmington site. This position will be part of a team that is engaged in product support; the qualified candidate will be responsible for handling assigned customer inquiries pertaining to price and availability along with identification of parts; managing customer order book from the initial order entry to the closing of the order.


**Please note hours for this position will be 8am - 5pm  Monday thru Friday. 


Essential functions include but are not limited to:

  • Receive and respond to all customer inquiries and complaints within a 24 to 48 hour turn around via email or phone.
  • Manage all assigned orders with focus on "emergency" order by expediting thru supply chain.
  • Communicate with factory (follow-up, follow-thru, and close issues once resolved)
  • Manage a portfolio of Tower dealers and oversee all aspects of their orders from start to finish, which would include backorders
  • Complaint resolution or move to appropriate team member for resolution.
  • Other duties as assigned.


Basic Qualifications:

  • Experience with Oracle ERP system or SAP.
  • High school diploma or GED
  • College degree or combination of education and experience that provides the required knowledge, skills, and abilities necessary to perform the duties of this position.
  • 3+ years experience in a customer service & team oriented environment; preference for experience in specialized call center w/strong orientation for prompt accurate response.


Preferred Qualifications:

  • Experience with parts support or parts ordering 
  • Proficient in conflict resolution
  • Patience and persistence in service of the customer and the ability to work under pressure. 
  • Must be able to provide accurate and fast response to customer needs.
  • Strong problem solving skills w/the ability to think critically and outside-the-box
  • Ability to write and communicate professionally with both customers and co-workers.
  • Able to speak, read, and write fluently in the English language.  Bi-lingual language skills a plus.
  • Proficient in the use of MS Word and Excel programs.
  • Demonstrated ability to work closely in team environment w/manager and co-workers.
  • Strong ability to be able to work independently with very little supervision
  • Strong time management and prioritizing skills with the ability to work across 3 different time zones
  • Must be willing to go the extra mile while maintaining a positive attitude
  • Must be willing to work longer hours if necessary during peak season.


It is the policy of Terex to attract and retain the best qualified employees. We are committed to providing employment opportunities to the most qualified internal and external candidates based on work-related factors and to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Terex will provide reasonable accommodations for qualified individuals with disabilities.


An Equal Opportunity Employer/Affirmative Action Employer M/F/D/V


If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

Location: US-NC Wilmington HR 

Department: Customer and Product Support 

Job ID: 39186 


Terex Overview:

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $4.0 billion publicly traded global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.   

While our operations are global, each office or factory is a close-knit community.  We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement.  It's an exciting time to be part of the expanding manufacturing sector - come join us!


Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplaceAs an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at  


The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.


Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.

Nearest Major Market: Wilmington