Aftersales Service Representative

Job Summary

The Aftersales Service Representative is responsible for the sale and support of OEM replacement parts while serving as the primary intake and coordination point for all aftermarket customer requests.

This role owns the evaluation, scoping, and processing of parts-related opportunities and ensures that all non-parts requests (service, training, retrofits, and molds) are properly directed to the appropriate department for execution.

The position maintains full visibility of customer activity to ensure accuracy, proper routing, and alignment with company policies and commercial objectives.

Duties and Responsibilities

Parts Sales (Primary Function)

• Promote and sell OEM replacement parts in alignment with departmental revenue and margin targets
• Prepare accurate quotations and process orders for parts, ensuring correct pricing, lead times, and configurations
• Utilize internal systems (Epicor, MFG/PRO, and Salesforce) to research parts, machine history, and customer activity
• Ensure all parts requests are tied to correct machine serial numbers and customer accounts
• Drive timely follow-up on open quotations to convert opportunities into orders

Customer Request Intake & Evaluation

• Serve as the first point of contact for aftermarket customer requests
• Analyze customer needs to determine scope and proper path forward
• Ensure all requests include complete customer, machine, and application details prior to processing
• Eliminate incomplete or unclear requests by driving clarification before internal routing

Cross-Department Coordination (Controlled Handoff)

• Route non-parts opportunities to the appropriate department:
• Field Service for service execution and scheduling
• Training Department for operator and maintenance training
• R&R (Retrofit & Rebuild) team for system upgrades and rebuilds
• Mold Sales for molds and mold-related opportunities
• Maintain visibility and communication across departments to ensure alignment and responsiveness
• Utilize Salesforce to track opportunities, customer interactions, and handoffs across departments

Commercial Control & Accuracy

• Review all quotations for accuracy, completeness, and margin compliance
• Prevent use of outdated part numbers, pricing, or configurations
• Ensure consistency between quoted scope and customer requirements
• Support internal teams with accurate parts data to enable proper quoting of non-parts work

Operational Discipline

• Enforce proper request routing through Parts-US to maintain visibility and control
• Ensure all work is properly documented and traceable within company systems
• Assist in processing Return Material Authorizations (RMAs) in accordance with company policy
• Support warranty claims related to parts in coordination with the service department

Minimum Qualifications

Education and Experience

• Associate’s degree or equivalent experience
• 1–3 years in customer service, inside sales, or parts sales
• Experience with industrial equipment or plastics machinery preferred

Knowledge, Skills, and Abilities

• Strong understanding of mechanical systems and replacement parts
• Ability to interpret customer needs and translate into actionable scope
• High attention to detail in quoting, order entry, and system accuracy
• Strong communication and organizational skills
• Ability to manage multiple requests in a fast-paced environment
• Working knowledge of ERP and CRM systems (Epicor, MFG/PRO, Salesforce)