Aftermarket Service Specialist

Duperon-Corporation; Saginaw (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Duperon Corporation in Saginaw, MI is seeking an Aftermarket Service Specialist to support customers through the lifecycle of their equipment, identify parts, upgrades, and ensure commitments are met efficiently.

You will coordinate with Service, Product Engineering, Operations, and Purchasing; manage quotes and orders in the ERP system; and contribute to revenue objectives while delivering the 'You'll Like Working With Us' experience.

Qualifications

• Ability to read mechanical and architectural drawings and specifications.
• Proven customer service experience and relationship-building.
• Strong communication and organization skills with attention to detail.
• Experience using ERP systems and generating quotes and orders.

Responsibilities

• Develop aftermarket product, upgrades, and parts sales to meet revenue goals.
• Maintain customer interactions to ensure support and satisfaction.
• Develop new parts business through proactive outreach and follow-up.
• Process returns, warranty items, and defective parts in ERP accurately.
• Track aftermarket trends and report opportunities to leadership.
• Coordinate with Operations for assembly and shipment of parts.
• Prepare quotations, proposals, and monthly invoices in ERP.

Skills

Mechanical aptitude

Strong math skills

Excellent communication

Sales and customer service

Attention to detail

Multitasking

Education

High School Diploma or equivalent

Engineering/Manufacturing/Construction/Procurement/PM degree preferred

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

Aftermarket Service SpecialistJob DescriptionStatus: Full-Time - Salary ExemptSchedule: 8:00 a.m. - 5:00 p.m. (average 45-50 hours per week; up to 55 during peak periods. Occasional weekends dependent on travel schedule.)Reports to: National Sales ManagerLocation: Onsite in Saginaw, MichiganSummaryDuperon Corporation designs, manufactures, and sells custom-engineered equipment for wastewater treatment plants and open-channel applications, serving seven industries across the United States and internationally.The Aftermarket Service Specialist is responsible for supporting customers throughout the lifecycle of their equipment by providing responsive service, identifying the correct parts, upgrades, and enhancements, and ensuring customer commitments are executed accurately and efficiently.This position serves as an important connection between customers and internal teams, including Service, Product Engineering, Operations, and Purchasing. The Aftermarket Service Specialist listens to customer needs, translates those needs into appropriate solutions, develops aftermarket opportunities, manages quotes and orders, and helps ensure the organization is prepared to meet anticipated customer demand.Aftermarket Sales operates as a revenue center, and this position is accountable for contributing to established revenue objectives while creating an experience that strengthens long-term customer relationships.You will be accountable for generating aftermarket revenue, maintaining the customer care system, and providing suggestions for continuous improvement. You will be the primary point of contact for delivering a unique experience for Duperon customers that continuously exceeds expectations while supporting a profitable revenue center.You will be expected to represent our company motto, \"You'll Like Working With Us.\"Essential FunctionsAlthough these are the essential functions, the specific duties listed with each are a brief summation.Contribute to departmental revenue objectives through the development and management of aftermarket products, upgrades, enhancements, and parts sales.Ensure all customer interactions, whether by phone, email, or other communication methods, leave customers feeling supported and well served.Develop new parts business through proactive outreach, customer follow-up, and relationship-building activities.Ensure all returned parts, including warranty and defective items, are accurately processed and managed within the ERP system.Track, analyze, and report aftermarket trends, customer feedback, and business opportunities.Work with Operations to coordinate assembly and shipment of parts and components to customers.Communicate customer service issues and field concerns to the Service Manager as appropriate.Establish and improve processes that enhance customer service, operational efficiency, and quality.Identify customer needs and provide appropriate solutions or communicate opportunities and concerns to Product Engineering and Service teams.Ensure compliance with established quality assurance procedures and company standards.Manage multiple projects and priorities simultaneously while meeting deadlines and customer commitments.Review historical blueprints and equipment records to identify proper replacement parts, upgrades, and enhancements.Prepare customer quotations, proposals, and monthly invoices.Process and track quotations, enter purchase orders, and release orders within the ERP system accurately and on time.RequirementsEducationHigh School Diploma or equivalent required.College education in Engineering, Manufacturing, Construction, Procurement, Project Management, or a related field preferred. Equivalent experience will be considered.ExperienceProven customer service experience with demonstrated ability to build relationships and communicate effectively.Experience reading mechanical and/or architectural blueprints required.Proficiency with Microsoft Office applications, including Outlook, Excel, and Word required.Experience in manufacturing, construction, engineering, project management, or a related industry strongly preferred.SkillsHigh level of mechanical aptitude, strong math skills, and the ability to understand and communicate mechanical concepts effectively.Exceptional attention to detail with the ability to organize information, manage multiple priorities, and meet deadlines.Demonstrated reliability and follow-through with commitments and customer requests.Ability to consistently follow established processes and procedures.Strong sales and communication skills with the ability to adapt communication style to different customer personalities and situations.Ability to deliver customer service aligned with Duperon's standard of \"You'll Like Working With Us.\"Strong written and verbal communication skills, including proper grammar and professional correspondence.Self-motivated with strong problem-solving, organizational, and teamwork skills.Working ConditionsWork is performed primarily from Duperon's offices in Saginaw, Michigan.Duperon maintains a drug-free and tobacco-free workplace.Duperon is a fast-paced, growth-oriented company. Employees must be comfortable adapting to changing priorities, processes, and business needs.Other RequirementsMaintain a professional appearance and adhere to company standards for business attire and personal hygiene.Demonstrate a high level of integrity, accountability, ownership, and pride in work.Must be able to sit for extended periods, work on a computer, use a telephone, and review technical drawings and records.Occasional travel to customer sites, trade shows, and industry events may be required.Must be able to stand for extended periods during trade shows and travel throughout large venues and customer facilities.Customer visits may include wastewater treatment plants, pump stations, food and beverage manufacturing facilities, pulp and paper mills, and power plants. Employees may be exposed to varying environmental conditions, including odors, weather, uneven terrain, and stairs.Accessing historical records may require climbing ladders, reaching overhead, and carrying drawings, files, or job boxes.