Spare Parts Specialist

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

The foundation of our success is found in Maag’s core values:

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• High Ethical Standards, Openness, and Trust
• Expectation for Results
• Respect and Value People

Available benefits include:  401K, paid annual holidays, medical coverage, life insurance, long-term disability insurance, and more!

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. Responsible for helping grow the Aftermarket Business by contacting customers to sell spare parts for both new and existing equipment. Maintains significant external customer interface and good two-way communication. Provides support to help meet customer expectations for minimizing plant downtime. Performs and promotes teamwork, as well as being an advocate and resource for continuous improvement. Third-party equipment parts support may also be required.

Position Description - 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
• 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 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 of experience using SAP
• Min 1 year of experience with related equipment

Interpersonal Skills and Behavioral Competencies

Mandatory

• Excellent verbal and written communication skills
• Highly organized and efficient in approaching tasks
• Independent self-starter with ability to problem solve and anticipate and avoid issues
• Strong team player, work ethic and commitment to win
• Customer-focused
• Ability to work in stressful and sometimes tense situations.

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.