Aftermarket Parts Specialist III at Generac Power Systems Inc — Sussex, WI

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The Aftermarket Parts Specialist III handles advanced aftermarket parts identification, quotations, and service order management across complex customer, dealer, and product support needs. This role resolves high-value and non-routine issues by applying deep product knowledge, technical documentation, and strong understanding of aftermarket business processes. The Specialist III coordinates cross-functionally with plants, warehouses, logistics, service, and other stakeholders to drive timely resolution and accurate fulfillment. In addition to direct case and order execution, this role serves as a go-to resource for peers, supports onboarding and informal training, and identifies recurring issues or process gaps to improve service quality, operational performance, and customer experience.

Responsibilities

• Provides accurate, timely, and solutions-oriented support for advanced aftermarket parts and order management requests across customers and dealers.
• Own complex parts identification, quotation development, and order execution activities using technical documentation, product knowledge, and business systems
• Resolves escalated issues related to product configuration, orderability, pricing, fulfillment, and service support by coordinating with cross-functional partners
• Manages advanced order activities, including order changes, shipment coordination, issue follow-up, and case closure, with minimal supervision
• Serves as a go-to resource for less experienced team members by providing guidance, knowledge sharing, and onboarding support
• Identifies recurring issues, documentation gaps, or process failures and communicate recommended improvements to leadership or partner teams
• Supports knowledge management and process consistency through documentation, best-practice sharing, and reinforcement of standard work
• Maintains current knowledge of products, systems, and aftermarket programs to support effective decision-making and customer outcomes

Minimum Qualifications:

• Bachelor’s degree and 3 years of relevant experience or 7 years of relevant experience in lieu of a degree
• 3–6 years of experience in aftermarket parts support, order management, customer service, technical support, manufacturing operations, or a related function

Knowledge, Skills, and Abilities:

• Advanced knowledge of parts identification, quoting, and order management processes
• Ability to interpret technical documentation, product structures, and configuration needs
• Strong ERP/system proficiency and ability to manage complex cases independently
• Strong problem-solving, prioritization, and cross-functional coordination skills
• Ability to coach peers informally and support team capability building
• Strong SAP and aftermarket order management experience
• Familiarity with CN orders, returns processing, configuration validation, or export/international support processes
• Demonstrated success resolving escalated customer or dealer issues and improving team effectiveness

Preferred Qualifications:

• Bachelor’s degree in business, supply chain, operations, engineering technology, or a related field
• Experience supporting complex product portfolios, dealer networks, warranty/service parts, or cross-functional issue resolution 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.