Parts Product Specialist

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications.

About the role

The Parts Product Specialist plays a key role in supporting parts product management and daily order-entry operations by identifying trends in inquiries and building targeted training. Partners with Product Management and Sales Fulfillment to improve customer experience.

Responsibilities

• Monitors and analyzes recurring order entry inquiries to identify root causes.
• Designs and delivers training modules for CARs and inside sales.
• Provide direct support to customer assurance staff for part-related inquiries and pricing.
• Maintains and curates searchable knowledge resources.
• Collaborate with cross-functional teams to resolve systemic issues.
• Standardizes SOPs and supports continuous improvement.
• Operates tools such as SAP, ePortal, Salesforce, Five9, Teams.
• Assist senior managers with data analysis and reporting to support strategic decisions.
• Monitor sales trends and identify opportunities for improvement.
• Serve as an additional liaison between internal teams and external customers to ensure effective communication.
• Assist in managing technical literature and oversee the product change process queue.
• Review parts spike reports and prepare weekly summaries for management.
• Coordinate administrative tasks to support promotional and marketing initiatives.
• Communicates clearly with customers and stakeholders.
• Maintains consistent and accurate parts information across printed and electronic platforms.
• Assists in maintaining list pricing integrity of shared parts between Lochinvar and other business units.
• Maintains competitive pricing and intelligence by monitoring competitor websites and requesting information from Lochinvar Sales Team, Distributors, and Manufacturers’ Representatives.
• Monitors sales trends to identify component supply issues that may impact parts availability as well as unit production.
• Monitor parts usage for trends, including for potential field quality issues or pricing irregularities.
• Support all sales fulfillment and pricing management tasks, including SAP updates, reporting and analytics, and customer assistance as required.
• Assist in maintenance of any master data in SAP as required.
• Responsible for reviewing and maintaining product descriptions per established guidelines, reviewing all new service kits for duplication, and identifying existing duplicate kits.
• Monitor product lifecycle management workflows when creating new service kits including other business unit equivalents.

Requirements

• Bachelor's Degree in Business Administration or related field, or equivalent combination of education and experience in Business, Marketing, or a technical field.
• 1 – 3 years in product support, customer assurance, or order management.
• Strong analytical, communication, and organizational skills.
• Working knowledge of SAP workflows and Excel.
• Familiarity with parts market operations and technical documentation is a plus.
• Customer-oriented mindset.

Benefits

• Competitive compensation package and comprehensive benefits plans which include medical and dental insurance.
• Company-sponsored life insurance.
• Retirement security savings plan.
• Short- and long-term disability programs.
• Tuition assistance.

Hybrid workplace setting.