Parts & Repair Specialist

Description

This position is onsite M-F 8am - 5pm.

Who we are:

Aerzen USA Corp. is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including; Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary. 

What we offer: 

Aerzen USA offers a competitive salary; generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution; a 401(k) with company match; a tuition reimbursement program; and a profit share bonus package; along with the opportunity to work with a dynamic group of professionals. 

What you’ll do: 

The Parts & Repair Specialist plays a key role in supporting customers and internal teams by managing all aspects of aftermarket order processing, communication, and coordination. This position serves as a primary customer contact, providing prompt and professional support while preparing quotations, processing orders, and ensuring the timely movement of parts and materials. The Parts & Repair Specialist is responsible for creating and managing service orders, handling invoicing and credit memos, maintaining accurate data in CRM and ERP systems, and collaborating closely with sales and channel partners to drive aftermarket growth. This role requires strong organizational skills, attention to detail, and a commitment to delivering exceptional customer service throughout the entire aftermarket process.

Essential Functions & Responsibilities:

• Interact with Customers and responds 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. Coordinate with peers in other Regions on the transfer of parts and Advanced Exchange units between regions.
• Creates, updates, and maintains 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.
• Additional duties as assigned by supervisor.

Requirements

Position Qualifications:

Education:

Associate or bachelor's degree (four-year college or technical school) or equivalent work experience.

Experience (yrs): 

3 to 5 years related customer support experience.

Experience with ISO 9001 and Quality Processes Required

Experience with FMEA and RCCA Preferred

Experience working in a manufacturing environment Preferred

Software/Applications: 

Proficient in Windows, Microsoft Word/Excel/PowerPoint. Experience ERP and CRM systems.

Other: 

Ability to travel not more than 5% of the time as needed.