Aftermarket Parts Specialist II

The Aftermarket Parts Specialist II manages a broad range of aftermarket parts identification, quotations, and order management activities for dealers and customers. This role applies working knowledge of products, technical resources, and business processes to resolve standard and moderately complex requests with limited guidance. The Specialist II supports accurate and timely order execution, manages follow-up across internal stakeholders, and helps resolve non-routine customer issues within established policies and procedures. In addition to daily transactional responsibilities, this role contributes to process consistency, shares knowledge with less experienced team members, and continues to deepen technical and operational capability across the aftermarket support function.

Responsibilities

• Provide accurate, timely support to dealers and customers for standard and moderately complex aftermarket parts requests.
• Independently identify parts, prepare quotations, and manage order entry and maintenance for a broader range of products and configurations.
• Use technical documentation, system tools, and product knowledge to resolve non-routine inquiries and recommend appropriate solutions.
• Coordinate with plants, warehouses, logistics, service, and other internal teams to resolve order-related issues and support timely fulfillment.
• Manage customer follow-up, case documentation, and service communications to ensure clear status updates and closure.
• Support order changes, pricing verification, shipment tracking, and issue resolution within established policies.
• Escalate higher-risk, highly technical, or cross-functional issues when needed, while resolving most day-to-day exceptions independently.
• Share knowledge and best practices with newer team members and help reinforce process discipline.
  
  

Minimum Qualifications

• Associate degree or equivalent experience required
• 2–4 years of relevant experience in customer service, order management, technical support, aftermarket support, manufacturing operations, or a related business function
  
  

Knowledge, Skills, And Abilities

• Working knowledge of parts support, quoting, and order management processes
• Ability to interpret routine technical documentation and apply product knowledge to customer needs
• Proficiency in ERP, case management, and standard business systems
• Strong communication, follow-up, and problem-solving skills
• Ability to prioritize multiple requests and work independently within established guidelines
  
  

Preferred Qualifications

• Bachelor’s degree in business, supply chain, technical service, or a related field
• Experience supporting dealer networks, service parts, or aftermarket customers in a manufacturing environment
  
  

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders.  The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.