Customer & Aftermarket Support Specialist - Contherm SSHE

Alfa Laval•Newburyport, MA

1d•$32 - $36•Onsite

About The Position

The Customer & Aftermarket Support Specialist supports Alfa Laval's global installed base of Contherm scraped surface heat exchanger equipment. The role combines technical support, aftermarket business development, customer engagement, and service coordination to help customers improve equipment performance, reliability, and lifecycle value. Reporting to the Global Service Sales Manager, Contherm, the specialist is a key contact for customers, sales companies, service teams, engineering, and product specialists, helping resolve inquiries, coordinate service activities, provide product and application guidance, and identify aftermarket opportunities. The role works with stakeholders across a global network to support customer satisfaction, operational excellence, continuous improvement, long-term customer relationships, and growth of the Contherm business. It is primarily office-based and focused on remote technical support, customer relationship management, and aftermarket service coordination, with occasional customer travel for visits, training, startup support, and strategic service activities. The position is based in Newburyport, Massachusetts, and requires approximately 30% travel. The role is not responsible for routine field service execution, emergency service coverage, or on-site repair activities.

Requirements

High school diploma or GED, Associate degree, Technical Diploma, or equivalent experience in Mechanical, Process, Industrial, or a related technical discipline.
At least 3 years of technical, service, maintenance, manufacturing, or industrial equipment experience.
Working knowledge of mechanical systems, heat transfer equipment, electrical controls, and troubleshooting methodologies.
Ability to diagnose equipment issues and interpret technical documentation, drawings, and service records.
Strong communication skills and ability to support customers and stakeholders at all organizational levels.
Experience using common hand tools, precision measuring devices, and testing instrumentation.
Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Outlook, and with CRM or ERP systems.
Strong planning, documentation, organizational, and time-management skills, including the ability to manage multiple priorities.
Customer-focused mindset with initiative, accountability, and professionalism.
Self-motivated and team-oriented, with strong interpersonal, verbal, written, and presentation skills.
Ability to learn Contherm equipment configurations, components, applications, and replacement parts.
Familiarity with continuous improvement principles, process compliance, and structured problem-solving techniques.
Willingness to travel approximately 30% for customer visits, technical support, startup assistance, service agreement activities, training, and strategic customer engagements.
Valid driver's license with an acceptable driving record, and a valid passport or ability to obtain one for international travel.
Ability to safely lift up to 25 pounds and climb ladders up to 20 feet as required.

Nice To Haves

Field service or electrical background.

Responsibilities

Serve as a primary customer contact, providing technical support and a high-quality service experience.
Manage customer inquiries, service requests, quotations, spare parts orders, repairs, upgrades, and service agreements.
Partner with Engineering, Product Management, Service, and Sales teams to resolve issues and support customers globally.
Identify and develop aftermarket opportunities, including spare parts, repairs, upgrades, and service contracts.
Troubleshoot equipment and application issues, provide remote support, and coordinate escalations when needed.
Conduct customer visits, equipment assessments, and mechanical and thermal audits to improve reliability and performance.
Support warranty claims, technical investigations, and complaint resolution through structured problem-solving.
Provide technical training and support to customers, service teams, and sales organizations.
Support equipment testing, demonstrations, commissioning, startup activities, and service agreement implementation.
Drive continuous improvement by sharing best practices, enhancing service processes, and supporting the global installed base of Contherm equipment.