Aftersales Service Representative

Uniloy INC•Raisin Township, MI

16h

About The Position

The Aftersales Service Representative is responsible for the sale and support of OEM replacement parts while serving as the primary intake and coordination point for all aftermarket customer requests. This role owns the evaluation, scoping, and processing of parts-related opportunities and ensures that all non-parts requests (service, training, retrofits, and molds) are properly directed to the appropriate department for execution. The position maintains full visibility of customer activity to ensure accuracy, proper routing, and alignment with company policies and commercial objectives.

Requirements

Associate’s degree or equivalent experience
1–3 years in customer service, inside sales, or parts sales
Strong understanding of mechanical systems and replacement parts
Ability to interpret customer needs and translate into actionable scope
High attention to detail in quoting, order entry, and system accuracy
Strong communication and organizational skills
Ability to manage multiple requests in a fast-paced environment
Working knowledge of ERP and CRM systems (Epicor, MFG/PRO, Salesforce)

Nice To Haves

Experience with industrial equipment or plastics machinery preferred

Responsibilities

Promote and sell OEM replacement parts in alignment with departmental revenue and margin targets
Prepare accurate quotations and process orders for parts, ensuring correct pricing, lead times, and configurations
Utilize internal systems (Epicor, MFG/PRO, and Salesforce) to research parts, machine history, and customer activity
Ensure all parts requests are tied to correct machine serial numbers and customer accounts
Drive timely follow-up on open quotations to convert opportunities into orders
Serve as the first point of contact for aftermarket customer requests
Analyze customer needs to determine scope and proper path forward
Ensure all requests include complete customer, machine, and application details prior to processing
Eliminate incomplete or unclear requests by driving clarification before internal routing
Route non-parts opportunities to the appropriate department: Field Service for service execution and scheduling, Training Department for operator and maintenance training, R&R (Retrofit & Rebuild) team for system upgrades and rebuilds, Mold Sales for molds and mold-related opportunities
Maintain visibility and communication across departments to ensure alignment and responsiveness
Utilize Salesforce to track opportunities, customer interactions, and handoffs across departments
Review all quotations for accuracy, completeness, and margin compliance
Prevent use of outdated part numbers, pricing, or configurations
Ensure consistency between quoted scope and customer requirements
Support internal teams with accurate parts data to enable proper quoting of non-parts work
Enforce proper request routing through Parts-US to maintain visibility and control
Ensure all work is properly documented and traceable within company systems
Assist in processing Return Material Authorizations (RMAs) in accordance with company policy
Support warranty claims related to parts in coordination with the service department