Aftermarket Service Specialist
We are a company that manufactures and sells made-to-order equipment, primarily for wastewater treatment plants and open channel applications. Our market encompasses seven different industries in the United States and internationally.
This role is vital creating the Aftermarket Service program and assuring we are delivering to our customers an ongoing positive experience and relationship with Duperon Corporation. You will partner with marketing on aftermarket campaigns, following up with customers, and doing cold calls. You will be accountable to generate aftermarket revenue and maintain the customer care system as well as give suggestions for continuous improvements. You will be the point person for delivering a unique experience for Duperon "alumni" that continuously wows our customers while being a profitable revenue center. The quality of this experience creates a value cycle; a circle of reciprocity; that generates long term fans and customers of Duperon.
The Aftermarket Service Specialist must be able to work autonomously, have outstanding communication skills, and superior customer service skills. You will need to represent our company motto of "you'll like with us".
Essential Functions:
Although these are the essential functions, the specific duties listed with each are a brief summation.
- The Aftermarket sales department shall be a Revenue center and will need to meet the revenue objectives of the department through the development and management of aftermarket products (upgrades and enhancements) and parts orders.
- The Aftermarket Sales Specialist shall assure that all customer interactions whether on the phone or through email leaves the customer feeling they have been well taken care of.
- Seek out new parts business, through cold calling and following up with any answers to questions they may have.
- Assure that any parts returned as defective or under warranty are properly managed in the ERP system.
- Working with purchasing to assure proper inventory is maintained and orders arrive on time.
- You will track, analyze, and report any trends that may be developing.
- Will work with the Operations manager to schedule assembly of parts and components if needed, to ship to our customers.
- Communicate to our Service Manager when you encounter a service issue at a customer's site.
- Assure that we have appropriate inventory of parts in-stock
- Establish processes as needed to assure quality service to our customers.
- It is critical to hear the needs of our customer and translate them into the appropriate solution or give the feedback to the Service Manager or Product Engineer.
- Ensure total compliance with established quality assurance procedures.
- Must be able to manage multiple projects with concurrent deadlines. Workload demands will vary and require you to manage the needs of our customers, the promises made by you, and the internal support of the team with tact and professionalism at all times.
- Must be able to read blueprints on historical jobs to understand the equipment at the customers site and provide the correct parts needed or assure proper upgrades information is obtained.
- Create quotes, proposals for customer and monthly invoices.
- Processing and tracking quotes, entering purchase orders and releasing PO's in our ERP system accurately and timely.
Education:
- High School diploma (minimum)
- College Education (preferred): Engineering, Manufacturing, Construction, Procurement, or Project Management or equivalent life experience.
Experience:
- REQUIRED: Proven, strong customer service skills, including building relations and
communications
- REQUIRED: Experience in reading mechanical and/or architectural blueprints.
- REQUIRED: Proficiency with MS Office products, including Outlook, Excel, and Word.
- Strongly Preferred: Background in manufacturing, construction, engineering, or project management.
Skills:
- A high level of mechanical aptitude and good math skills, strong conceptual skills, and the ability to comprehend and communicate mechanical concepts.
- Meticulous attention to detail; able to organize and track pertinent customer data; able to multi-task well; able to prioritize to complete projects on time.
- Proven demonstrated ability to follow up and keep promises - reliable.
- Able to consistently maintain processes and protocols.
- Must have demonstrated salesmanship; able to communicate clearly through the phone or video conference programs. Must be able to accommodate personal style to the type of customer you are speaking with.
- Able to deliver customer service that is aligned with Duperon's standard of "you'll like working with us."
- Must be able to use proper grammar and write professional communications.
- Must be self-initiating, independent, have good problem-solving skills, work well with a team, and have the ability to organize time and diverse responsibilities.
Working Conditions:
- Our offices are located in Saginaw, Michigan.
- Drug-free, non-smoking environment.
- Duperon Corporation is a dynamically-paced company with a fast-growth strategy - which often means that protocols and processes that were appropriate a year ago are no longer valid. Applicants should examine their personal style and preferences to determine if this would be a suitable environment.
Other Requirements:
- Must be appropriately and professionally attired to business standards and practice good hygiene.
- Must have a high level of personal integrity, ownership, and pride; must see something possible for oneself as an individual within the company vision.
- Must be able to answer phones and sit for long periods of time using a computer and talking on the phone. Extensive time can be spent reading site and equipment prints.
- Travel to tradeshows maybe required. Working during a tradeshow requires talking to customers, sales representatives, and engineers. Must be able to stand for extended periods of time and traverse long distances from parking lots and within the venue.
- Training will include going to a wastewater plant and you will be exposed to the conditions of that customer's site, odor, weather, etc. You may need to climb stairs or embankments. Each plant or pump station has varying layouts and conditions.
- Accessing historical information requires may require climbing a ladder and reaching overhead and carrying the job boxes and or drawing back down the ladder.