Aftermarket Service Representative
EBARA Pumps Americas Corporation, Rock Hill, South Carolina, United States, 29730
Aftermarket Service Representative
The Aftermarket Service Representative is responsible for supporting customers after product delivery by managing service requests, warranty and non-warranty claims, repairs, spare parts, and return processes. This role serves as the primary point of contact between customers, internal engineering, operations, and other teams to ensure timely resolution, high customer satisfaction, and compliance with company policies. Duties and Responsibilities
Customer Support & Communication Act as the primary contact for aftermarket service inquiries including warranty claims, repairs, spare parts, and technical support coordination Respond promptly and professionally to customer requests via phone, email, CRM, or EPAC's online service portals Provide clear status updates to customers on RMAs, repairs, replacements, and service actions on timely manner. Warranty & Claims Management Review and process warranty/non-warranty claims in accordance with AMS policies Validate warranty eligibility, documentation, and failure information Coordinate with engineering and quality teams for root cause analysis when required RMA & Repair Coordination Create, track, and manage Return Material Authorizations (RMAs) Coordinate logistics for returned products, repairs, replacements, or credits Work closely with service centers, repair shops, and internal manufacturing teams ERP & CRM Management Enter and maintain accurate service records in ERP/CRM systems (e.g., Salesforce, IFS, etc) Ensure all documentation, photos, and reports are properly recorded Cross-Functional Collaboration Collaborate with Engineering, Quality, Supply Chain, and Operations teams to resolve customer issues efficiently Support continuous improvement initiatives by identifying recurring issues and process gaps Assist sales and application teams with aftermarket-related customer support Process & Compliance Follow standard operating procedures for warranty, service, and repair processes Support audits, reporting, and compliance with internal and customer requirements Qualifications Bachelor's degree or equivalent experience in Business, Engineering, Supply Chain, or related field 2+ years in aftermarket service, technical support, or warranty management within an industrial equipment or pump manufacturing environment. Familiarity with RMA and ERP systems (e.g., SAP, Oracle, etc.). Excellent communication and customer relationship management. Detail-oriented and capable of handling multiple priorities. Working Conditions This position operates in a professional, temperature controlled, office setting that is clean and well lit. In this environment, employees will have their own workstation, office or cubical space and are equipped with basic office equipment including a desk, chair, telephone, headset, and computer, etc. Due to the nature of business activities, extended or a flexible work schedule is often required over the traditional 8 to 5 workdays. This position is fast paced, as work may be repetitious and stressful, with little time between calls or case management activities. Physical Requirements Must be able to exert up to 20 lbs. of force occasionally EEOC Statement:
We are committed to providing equal employment opportunities to all employees and applicants without regard to any protected status
The Aftermarket Service Representative is responsible for supporting customers after product delivery by managing service requests, warranty and non-warranty claims, repairs, spare parts, and return processes. This role serves as the primary point of contact between customers, internal engineering, operations, and other teams to ensure timely resolution, high customer satisfaction, and compliance with company policies. Duties and Responsibilities
Customer Support & Communication Act as the primary contact for aftermarket service inquiries including warranty claims, repairs, spare parts, and technical support coordination Respond promptly and professionally to customer requests via phone, email, CRM, or EPAC's online service portals Provide clear status updates to customers on RMAs, repairs, replacements, and service actions on timely manner. Warranty & Claims Management Review and process warranty/non-warranty claims in accordance with AMS policies Validate warranty eligibility, documentation, and failure information Coordinate with engineering and quality teams for root cause analysis when required RMA & Repair Coordination Create, track, and manage Return Material Authorizations (RMAs) Coordinate logistics for returned products, repairs, replacements, or credits Work closely with service centers, repair shops, and internal manufacturing teams ERP & CRM Management Enter and maintain accurate service records in ERP/CRM systems (e.g., Salesforce, IFS, etc) Ensure all documentation, photos, and reports are properly recorded Cross-Functional Collaboration Collaborate with Engineering, Quality, Supply Chain, and Operations teams to resolve customer issues efficiently Support continuous improvement initiatives by identifying recurring issues and process gaps Assist sales and application teams with aftermarket-related customer support Process & Compliance Follow standard operating procedures for warranty, service, and repair processes Support audits, reporting, and compliance with internal and customer requirements Qualifications Bachelor's degree or equivalent experience in Business, Engineering, Supply Chain, or related field 2+ years in aftermarket service, technical support, or warranty management within an industrial equipment or pump manufacturing environment. Familiarity with RMA and ERP systems (e.g., SAP, Oracle, etc.). Excellent communication and customer relationship management. Detail-oriented and capable of handling multiple priorities. Working Conditions This position operates in a professional, temperature controlled, office setting that is clean and well lit. In this environment, employees will have their own workstation, office or cubical space and are equipped with basic office equipment including a desk, chair, telephone, headset, and computer, etc. Due to the nature of business activities, extended or a flexible work schedule is often required over the traditional 8 to 5 workdays. This position is fast paced, as work may be repetitious and stressful, with little time between calls or case management activities. Physical Requirements Must be able to exert up to 20 lbs. of force occasionally EEOC Statement:
We are committed to providing equal employment opportunities to all employees and applicants without regard to any protected status