Aftermarket Service Representative

Ebara Pumps Americas Corporation•Rock Hill, SC

10d•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.
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
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
Enter and maintain accurate service records in ERP/CRM systems (e.g., Salesforce, IFS, etc)
Ensure all documentation, photos, and reports are properly recorded
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
Follow standard operating procedures for warranty, service, and repair processes
Support audits, reporting, and compliance with internal and customer requirements