Aftermarket Solutions Coordinator

Position Summary

The Aftermarket Solutions Coordinator serves as the primary aftermarket relationship owner for assigned customers by coordinating complex technical and operational issues while identifying opportunities to improve customer performance through AMF aftermarket solutions. This role is responsible for managing customer situations through resolution by coordinating internal AMF resources across service, engineering, manufacturing, parts, and commercial teams.

This role plays a key role in strengthening long-term customer relationships while driving growth in Repair & Modernization (R&M), Maintenance Partnership Programs (MPP), technical services, training programs, and aftermarket parts revenue. Success in this role is measured through customer satisfaction, issue resolution, installed base growth, and aftermarket revenue development.

The position works closely with Customer Care Representatives (CCR), Outside Customer Care Representatives (OCCR), Regional Account Managers (RAM), Field Technicians, Technical Service teams, and global manufacturing sites to ensure customers receive proactive, coordinated, and high-value aftermarket support.

Key Responsibilities

• Customer Relationship Management

  • Develop and maintain strong long-term relationships with assigned customers.
  • Serve as the primary point of ownership for complex customer issues and aftermarket coordination.
  • Conduct regular customer site visits to understand operational challenges, identify opportunities, and strengthen customer engagement.
  • Build trust and credibility by ensuring timely follow-through and communication during customer interactions.

• Technical & Operational Coordination

  • Lead complex customer issues through resolution by coordinating internal AMF teams including Technical Service, Engineering, Manufacturing, Parts, and Field Service.
  • Drive accountability and follow-up on corrective actions, punch list items, service needs, and operational improvement initiatives.
  • Cookordinate customer support strategies across multiple AMF manufacturing and service locations when required.
  • Support customers during escalated operational situations with urgency, professionalism, and strong problem-solving leadership. Develop and deliver presentations, proposals, service contracts, and parts quotes.

• Aftermarket Business Development

  • Identify and develop opportunities for Repair & Modernization (R&M), Maintenance Partnership Programs (MPP), technical services, training, and aftermarket parts sales.
  • Develop and maintain a healthy aftermarket opportunity pipeline with clear priorities, probability, timing, and next steps.
  • Support proposal development, presentations, service contracts, quotations, and aftermarket business case discussions.
  • Collaborate with commercial teams to strengthen AMF's long-term installed base strategy.

• Project & Program Management

  • Manage assigned aftermarket programs, service initiatives, and customer action plans from initiation through completion.
  • Prioritize customer needs, travel schedules, and internal resources for maximum customer and business impact.
  • Ensure accurate documentation of customer activity, opportunities, service actions, and project status updates.

• Systems & Tools

  • Utilize CRM, D365, and other AMF systems to manage opportunities, customer communications, action tracking, and reporting.
  • Maintain accurate call reports, opportunity updates, customer records, and project documentation.

Required Knowledge, Skills & Experience

• Bachelor's degree in business, engineering, technical field, or equivalent combination of education and industry experience preferred.
• Experience in capital equipment, industrial manufacturing, automation, baking, or food processing industries.
• Demonstrated ability to manage customer relationships and coordinate complex technical or operational issues.
• Strong organizational, communication, and problem-solving skills.
• Ability to influence cross-functional teams and drive accountability without direct authority.
• Strong customer-facing presence with the ability to remain calm and effective under pressure.
• Mechanical and technical aptitude with understanding of industrial equipment systems.
• Experience using CRM systems and Microsoft Office applications.
• Ability to travel approximately 50–70%.

Desired Skills & Experience

• Experience with aftermarket service programs, modernization projects, or installed base management.
• Experience coordinating field service, engineering, or manufacturing resources.
• Knowledge of bakery equipment, food manufacturing, or automated process systems.
• Experience with PLC troubleshooting, controls systems, or industrial automation preferred.

Competencies

• Customer Focus: Builds trusted customer relationships and ensures the customer perspective drives actions and decisions.

• Results-Driven: Demonstrates ownership and accountability while driving customer satisfaction and aftermarket business growth.

• Relationship Building: Demonstrates ownership and accountability while driving customer satisfaction and aftermarket business growth.

• Operational Leadership: Coordinates cross-functional teams effectively and maintains focus through complex or high-pressure situations.

• Problem Solving: Leads complex issues through structured analysis, coordination, and practical resolution.

• Values-Led: Demonstrates integrity, teamwork, continuous improvement, and respect in all interactions