Spare Parts Specialist

MAAG Pump Systems, Automatik Plastics Machinery, Gala Industries, Reduction Engineering Scheer and Ettlinger – five successful and well experienced companies have joined forces to become the global partner for the polymer industry. As manufacturer of gear pumps, pelletizing and filtration systems and also pulverizers we offer top-grade equipment for your demanding requirements – not only for polymer applications, but also for the chemical, petrochemical, pharmaceutical and food industry.

The Spare Parts Specialist is a customer-facing role that is responsible for working with customers to identify and order spare parts for their Maag equipment.  This representative will also work with the service department to process service and warranty orders, field and document customer complaints, and create recommended spare parts quotes for new and existing systems.  The Spare Parts Specialist must be a knowledgeable and experienced professional with excellent customer service skills. They are responsible for helping grow the Aftermarket Business by contacting customers to sell spare parts for both new and existing equipment. The Spare Parts Specialist maintains a significant external customer interface and excellent two-way communication. They also provide support to help meet customer expectations for minimizing plant downtime. The Spare Parts Specialist performs and promotes teamwork, as well as being an advocate and resource for continuous improvement. The Spare Parts Specialist will also be an advocate of the eCommerce platform, supporting customer adoption.  Third-party equipment parts support may also be required.

 

Tasks, responsibilities, competencies

• Proactively works on obtaining orders from customers and processing them through the system.
• Interacts with the service department to process service & warranty / no charge type orders.
• Fields and documents customer complaints
• Serves as a champion for the eCommerce Platform
• Responsible for presenting, onboarding and training customers in the eCommerce platform
• Develops installed base, purchasing templates and verifies that the right parts are in eCommerce
• Reads engineering drawings to help customers identify parts that are needed.
• Creates recommended spare parts quotes for new and existing systems
• Conducts proactive calls to customers to check on the possible need for spare parts, service, or training for any Maag equipment they have purchased.
• Works closely with engineering, technical service, operations, and major equipment sales to develop customer-focused solutions.
• Answers customer’s phone calls and emails in a way that positively represents the company.
• Works with customers (domestic and export) on quotes and orders and does so in an expedited manner.
• Researches equipment upgrade/change-out requests
• Issues return authorizations and follows through when the parts are returned determining credit that may be due or repairs that may be needed.
• Determines selling prices for commercial parts.
• Works 40 hours per week - Overtime may be required.
• Works without supervision once trained.
• Expedites orders.
• Uses customer portals to retrieve and acknowledge orders.
• Other tasks as assigned by the manager.

 

The incumbent considers all interests of quality, accident prevention and occupational safety as well as environmental safety in a preventive manner within his scope of responsibility and supports the avoidance of damages to people, facilities, assets, material and environment actively.

 

The incumbent is obliged to perform tasks requested by management that relate to his position scope or arise from company needs. This job description reflects current status, right to make changes reserved.

Work Environment

• Work in this position is in the office.  Occasional travel to the shop floor may occur and will require steel toe shoes and additional PPE.  

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• The employee is frequently required to sit, type, and work in front of a computer screen.

Education

Mandatory

• High School diploma or equivalent education  

Desirable

• Technical training or experience in a related Customer Service role
• Familiar with large rotating equipment

Professional Experience

Mandatory

• Proficient in Word / Excel / Outlook

Desirable

• Min 1 year of experience in a customer service role
• Min 1 year