Parts & Repair Specialist

About the role

The Parts & Repair Specialist at Aerzen USA Corp. supports customers and internal teams by managing aftermarket order processing, communication, and coordination.

Responsibilities

• Interact with customers and respond to their requests via phone and email.
• Delivers excellent service by responding quickly, professionally, and going above and beyond the initial inquiry.
• Provides quotations to customers by identifying components for repair, service, and parts inquiries and building quotations in ERP system.
• Uncovers customer needs and challenges and seeks to match additional Aerzen solutions.
• Creates, manages, and closes service orders within the ERP system.
• Completes invoicing activities in a timely manner and issues credit memos when required to ensure accurate financial processing.
• Processes customer orders accurately and ensures timely order fulfillment.
• Maintains proactive communication with customers regarding order status, delivery schedules, and any updates that may impact timelines.
• Organize and schedule workflow through the Regional Repair Center with focus on customer urgency and department revenue goals.
• Coordinate with the Regional Service Manager on Advanced Exchange program workflows.
• Works with factory and vendors to ensure timely delivery of materials needed to support customer’s needs. Expedite and seek alternate sources as necessary to fulfill project needs.
• Manage stocking and accuracy of local inventory as needed to support regional service activity.
• Coincide with peers in other Regions on the transfer of parts and Advanced Exchange units between regions.
• Create, update, and maintain customer contact information and machine data in the CRM system to ensure high-quality, accurate records.
• Run system reports as necessary to manage active and on-hold order backlog and invoicing.
• Assist Regional Service Manager with maintaining operational status reports.
• Supports the Aerzen sales team and channel partners to drive aftermarket growth by providing product knowledge, customer insights, and timely follow up.

Requirements

• Education: Associate or bachelor's degree (four-year college or technical school) or equivalent work experience.
• Experience: 3 to 5 years related customer support experience.
• Experience with ISO 9001 and quality processes required.
• Experience with FMEA and RCCA preferred.
• Preferred software/applications: Experience working in a manufacturing environment, proficient in Windows, Microsoft Word/Excel/PowerPoint, and experience with ERP and CRM systems.
• Ability to travel: Not more than 5% of the time as needed.

Qualifications

• Strong organizational skills and attention to detail.
• Commitment to delivering exceptional customer service throughout the entire aftermarket process.

Skills

• Customer service skills.
• Quotation and order management.
• ERP and CRM systems proficiency.
• ISO 9001 and quality processes understanding.
• FMEA and RCCA experience.

Benefits

• Competitive salary.
• Generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution.
• A 401(k) with company match.
• Tuition reimbursement program.
• Profit share bonus package.
• Opportunity to work with a dynamic group of professionals.