Aftermarket Services and Warranty Lead 1 1

Trillium Flow Technologies, founded on a legacy of premier products and service, provides mission-critical valves, pumps, and aftermarket services in oil and gas, power generation, water and wastewater, and general industry, with an unparalleled focus on specific industry needs. 

The Aftermarket Service and Warranty Lead performs a variety of vital duties to ensure our Customers receive world-class support and service. Reporting to the Field Service Manager, this role is the primary Customer point of contact for all commercial field service, warranty management, and valve and actuator repair/refurbishment activities. Proactive communication, Customer advocacy and clear communication of Customers' expectations is vital. 

Primary Responsibilities include:

• Liaise between Customers and internal Company stakeholders, to determine and communicate scope, schedule, required service and technical support scope at Customer sites.
• Generate accurate proposals in response to Customer Requests for Quote (RFQs) for commercial field service work, repairs and refurbishments, including necessary spare parts and tooling.
• Review customer specifications to assure pricing and ability to meet specification has been accounted for in the quoting process
• Interface with vendors and subcontractors as required to establish requirements for quotation
• Process proposals, orders, and other necessary information into the Company business system, ensuring all activities comply with corporate terms and conditions requirements.
• Upon receipt of a purchase order, review documentation, customer specifications, purchase order, quotations, and other related documentation to ensure scope, schedule and all requirements are reconciled to the original quote intent and are contractually acceptable for the Company.
• Maintain service schedule to accurately staff and plan activities for commercial field service work.
• Ensure commercial field service jobs are properly staffed with adequate tooling and material to perform the job safely, with a high degree of quality, and ensure on-time delivery for our Customer.
• Generate internal documentation including sufficient data to advise Company stakeholders of their responsibilities for processing the order.
• Track and monitor the progress of commercial service jobs at Customer sites
• Process invoices and revenue recognition activities for all assigned activities.
• Generate follow-on service quotations for spare parts orders
• Expand vendor and subcontractor base for the commercial field service business.
• Grow the commercial service business throughout our industry, growing market share
• Thoroughly investigat, verify, and address warranty requests in accordance with Company procedures
• Process all Returned Material Authorizations (RMAs) and warranty activities in accordance with Company processes and procedures
• Track and trend warranty spend and performance data on regular intervals
• Process all warranty orders including internal documentation, coordination of outside services, replacement parts & engineering support
• Work with internal Company stakeholders, suppliers and vendors to determine the cause of product malfunction, and drive resolution and prevention activities to ensure similar incidents do reoccur

Successful candidates will possess the following qualifications:

· Bachelor’s degree or higher in a technical field (preferred), or 7+ years of demonstrated performance working in a related field.

· 3+ years in a sales role within an industrial manufacturing or engineered products field

· Direct experience quoting spare parts, services, or warranty costs a plus

· Hands-on experience working on industrial products such as valves, actuators, and pumps a plus.

· Demonstrated capability to plan, track and execute multiple projects and activities at once

· Proven capability to interpret written or verbal technical information including engineering drawings, bills of material, blueprints, diagrams, schematics, and specifications for custom designed parts and equipment

· Excellent communicating, organizational and computer skills. MS Office proficiency is critical

· Clear capability to professionally and patiently communicate and present technical information orally and in written format with internal Company stakeholders and with Customers

· Demonstrated ability to troubleshoot challenges with mechanical and industrial equipment

· Strong investigation skills such as examining Customer contracts, product and sales history, lessons learned, installed base information, internal archives, etc.

Work Environment:

· Office environment, with occasional travel to Customer, vendor, and subcontractor facilities

· Work autonomously or in a team setting successfully

· Occasional travel will be required to generate new service work as well as aftermarket parts sales.

· Occasional after-hours and weekend work may be required to support Customers during emergent, rush basis site activities including Customer plant outages. This is typically limited and primarily during Spring and Fall Customer outage seasons.

Trillium Flow is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Trillium Flow is a background screening, drug-free workplace.