Estimate & Parts Research Support Specialist

ABOUT THE ROLE 

The Estimate & Parts Research Support Specialist plays a critical role in turning technician findings into accurate, customer-ready estimates for Pro-Serv’s onshore field operations, technicians, and service management teams. This position reviews technician findings, researches and verifies replacement parts, builds estimates using Pro-Serv’s approved pricing standards, and requests any missing information needed to complete them.

Beyond preparing the estimate, the role maintains ownership through each phase and keeps each quote moving through every phase until it is fully resolved: maintaining the current status of every open quote, tracking what it is waiting on, making sure there is a clear next action and owner, and following the quote through internal review, customer approval or decline, and final handoff to purchasing and scheduling. Ordering, purchasing, and scheduling sit outside this role. The position works remotely on US business hours alongside field technicians, dispatchers, service managers, and vendors.

KEY RESPONSIBILITIES

• Technician Findings Review: Reviews incoming work order tickets and technician findings to confirm complete diagnostic notes and a validated work scope before parts are added, confirms equipment make, model, serial number, and installation date in the client CRM/FSM system, and escalates to onshore leads when equipment details or diagnostic logs are incomplete.
• Parts Research & Verification: Researches, identifies, and cross-references replacement parts, OEM alternatives, and repair kits using manuals, manufacturer portals, schematics, and Bills of Materials; validates part numbers with technicians; and verifies availability, pricing, and lead times across primary and secondary vendor networks.
• Estimate Preparation: Builds accurate, customer-ready estimates by aggregating part costs, estimated labor hours, shipping costs, travel fees, and applicable markups under Pro-Serv’s approved pricing standards, confirming labor rates and quoting standards with onshore Parts Specialists and Service Managers when questions arise, and meeting account turnaround SLAs (regular target under 24 hours with documentation of any issue causing miss of 24 hour target listing blocker, owner, next action, and follow-up date).
• Missing Information Requests: Requests missing or unclear information from technicians, dispatch, service managers, and vendors with a specific ask, and records what each quote is waiting on.
• Quote Status Tracking: Maintains the current status of every open quote, tracks what it is waiting on (technician information, vendor pricing, internal review, or customer response), and makes sure each quote has a clear next action and owner.
• Follow-Up & Revisions: Follows up on missing information, revisions, and outstanding customer responses; prepares and sends formal quotes to customers or portals; answers customer questions; and manages revised quotes to secure timely work authorization.
• Quote Resolution & Handoff: Tracks each quote through internal review, customer approval, decline, or final handoff to purchasing and scheduling until it is fully resolved, and on approval hands off a complete package (verified parts list, diagnostic notes, and site access instructions) so those teams can proceed.
• Records & Documentation: Maintains accurate digital records of quotes, revisions, customer approvals, and decline reasons, and attaches diagnostic notes, verified parts lists, and site access instructions to work order tickets.

SKILLS & QUALIFICATIONS

• High school diploma required; associate’s or bachelor’s degree in Business Administration, Supply Chain, Information Technology, or a related technical field preferred.
• 2+ years of customer service, data entry, estimating/quoting, or parts research experience in a BPO or technical field service environment; commercial equipment, HVAC, electrical, or industrial experience is a strong plus.
• Excellent verbal and written English communication skills with professional email etiquette.
• High proficiency in MS Office (Word, Excel, Outlook, Teams) and experience navigating ERP systems, Field Service Management (FSM) platforms, CRMs, and vendor portals; NetSuite experience is a strong plus.
• Technical and mechanical aptitude to read and interpret manufacturer parts manuals, technical schematics, wiring diagrams, and Bills of Materials.
• High attention to detail with a track record of preparing accurate quotes and cost calculations with minimal to zero errors.
• Strong organizational and follow-through skills to track many open items at once, with clear next actions and owners, in a deadline-driven environment.
• Proactive problem-solver able to work independently and cross-functionally with technicians, dispatch, service managers, vendors, and customers.