After Sales Facilitator

SUMMARY: This hybrid role combines responsibilities from three key areas: Spare Parts Coordination (⅓), Service Technician Support (⅓), and Special Projects Coordination (⅓). The After Sales Support Specialist will work closely with the entire After Sales team, as well as Production Control, Engineering, Manufacturing, and Materials. The position involves order processing, parts identification, project assistance, and cross-functional coordination.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned by management.

Level I (Entry-Level):

• Identify and research spare parts using manuals, drawings, BOMs, and ERP systems.
• Enter and track customer orders, prepare quotes, and manage retrofit back orders.
• Assist with equipment servicing by adding parts to jobs and creating retrofit backorders.
• Maintain accurate records and assist with document scanning, filing, and locating hardcopy manuals.
• Track warehouse movements in coordination with inventory.
• Communicate with customers and internal teams.

Level II (Mid-Level):

• Prepare detailed quotes for rebuilds, retrofits, and remanufactures.
• Interpret engineering releases and technical documentation.
• File warranty claims and assist with RGA/RMA processes.
• Ensure accurate data entry and compliance with export/shipping regulations.
• Augmentation of spare parts text using engineering documentation.

Level III (Advanced-Level):

• Serve as a lead for ERP processes and cross-departmental collaboration.
• Provide mentorship and support to junior team members.
• Manage complex projects and maintain strong customer relationships.
• Support continuous improvement initiatives and assist with internal reporting.

Qualifications

Education & Experience:

• Level I: Associate degree or equivalent experience; 1–2 years in a technical or customer service role preferred.
• Level II: 3–5 years in a similar role; experience with BOMs, ERP systems, and order management.
• Level III: 5–8+ years’ experience; strong leadership, technical, and systems knowledge.

Required Skills:

• Strong computer literacy and file organization.
• Proficiency in Microsoft Office (Word, Excel, Outlook); Teams experience is a plus.
• Familiarity with ERP Systems (order capture, parts research, equipment servicing, warehouse transactions).
• Ability to interpret mechanical drawings and basic electrical schematics.
• General office and documentation skills (scanning, file lookup, backorder tracking).
• Mechanical aptitude with knowledge of or experience with hand tools is helpful.
• PHYSICAL AND WORK ENVIROMENT:
• Frequent use of computer and phone; occasional lifting up to 50 lbs.
• Will require movement between office and shop floor.
• Moderate noise environment.
• Reasonable accommodations provided as required.

DISCLAIMER: This job description outlines typical duties and qualifications and is not exhaustive. Responsibilities may change in response to business needs.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person