We seek a dedicated and experienced Aftermarket Service and Warranty Lead to join our team. Reporting to the Field Service Manager, this critical role is the primary point of contact for all commercial field service, warranty management, and valve/actuator repair and refurbishment activities. The ideal candidate will excel at proactive communication, customer advocacy, and coordinating technical and service solutions to ensure world-class support for our customers.
Key Responsibilities:
Customer Engagement & Quoting
Act as the liaison between customers and internal stakeholders to define scope, schedule, and technical requirements for customer site services.
Generate accurate and comprehensive proposals in response to Customer Requests for Quote (RFQs) for field service work, repairs, and refurbishments, including spare parts and tooling.
Review customer specifications to ensure pricing accuracy and compliance with requirements during the quoting process.
Collaborate with vendors and subcontractors to gather requirements for quotations.
Order Processing & Scheduling
Process proposals, orders, and associated documentation into the company's business system, ensuring compliance with corporate terms and conditions.
Upon receipt of purchase orders, review all documentation to reconcile scope, schedule, and requirements with the original quote intent and confirm contractual acceptability.
Maintain the service schedule to effectively staff and plan field service jobs, ensuring proper tooling, materials, and personnel for safe and timely delivery.
Monitor the progress of service jobs and ensure adherence to quality standards and customer timelines.
Warranty Management
Investigate and address warranty requests following company procedures.
Process Returned Material Authorizations (RMAs) and warranty orders, coordinating with internal stakeholders, suppliers, and vendors.
Track warranty spending and performance data, ensuring lessons learned drive resolution and prevention of recurring issues.
Work with suppliers and internal teams to determine the root causes of product malfunctions and implement corrective actions.
Business Development & Growth
Generate follow-on service quotations for spare parts orders and new business opportunities.
Expand the vendor and subcontractor base to support the field service business.
Drive growth in the commercial service business and expand market share.
Administrative & Reporting
Generate internal documentation to advise company stakeholders of responsibilities for processing orders.
Process invoices and revenue recognition activities for assigned projects.
Provide detailed reports on service performance, warranty trends, and customer satisfaction metrics.
Qualifications:
Education & Experience
Education: Bachelor's degree in a technical field (preferred) or 7+ years of relevant experience in a related field.
Experience:
Minimum of 3 years in a sales role within industrial manufacturing or engineered products.
Hands-on experience with industrial products such as valves, actuators, pumps, boilers, or pressure vessels is a plus.
Direct experience quoting spare parts, services, or warranty costs is advantageous.
Technical Skills
Proven ability to interpret technical documents, including engineering drawings, blueprints, schematics, and specifications.
Strong investigation skills to examine customer contracts, product history, and other archives.
Proficient in Microsoft Office Suite; advanced Excel skills are a plus.
Experience troubleshooting mechanical and industrial equipment challenges.
Soft Skills
Excellent communication and organizational skills, with the ability to present technical information clearly and professionally to internal teams and customers.
Demonstrated ability to manage multiple projects and prioritize tasks in a dynamic environment.
Strong analytical and problem-solving skills.
Work Environment
Office-based role with occasional travel to customer, vendor, and subcontractor facilities.
Willingness to travel to generate new service work and aftermarket parts sales.
Availability for occasional after-hours or weekend work to support emergent customer needs, especially during seasonal plant outages (Spring and Fall).
Capable of working independently and collaboratively in a team environment.
Why Join Us?
This is an exciting opportunity to contribute to a growing team focused on delivering exceptional service and warranty support to our customers. If you are a proactive problem-solver with strong technical expertise and a commitment to customer success, we encourage you to apply.