Aftermarket Service Specialist

Aftermarket Service Specialist Job Description Status : Full-Time - Salary Exempt Schedule : 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 Manager Location: Onsite in Saginaw, Michigan Summary Duperon 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 Functions Although 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. Requirements Education High School Diploma or equivalent required. College education in Engineering, Manufacturing, Construction, Procurement, Project Management, or a related field preferred. Equivalent experience will be considered. Experience Proven customer service experience with demonstrated ability to build relationships and communicate effectively. Experience reading mechanical and/or architectural blueprints required. Proficiency with Microsoft Office applicatio…

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