Customer Engagement Specialist

Who we are:

Aerzen USA Corp. is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including; Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary.

What We Offer:

Aerzen USA offers a competitive salary; generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution; a 401(k) with company match; a tuition reimbursement program; and a profit share bonus package; along with the opportunity to work with a dynamic group of professionals.

What You'll Do:

The Customer Engagement Specialist supports Aerzen's aftermarket growth strategy through a combination of customer engagement, business intelligence, and operational support. This role works closely with customers and internal teams to understand equipment performance, identify service opportunities, and improve installed base visibility, while also maintaining accurate data, reporting, and operational insights across ERP and CRM systems for blower, turbo blower, and compressor product lines.

Essential Functions & Responsibilities:

Customer Engagement & Aftermarket Success

• Build and strengthen customer relationships by serving as a trusted resource for operational, maintenance, and equipment reliability needs while supporting long-term customer satisfaction and retention.
• Proactively engage customers to understand equipment performance, operating conditions, maintenance practices, and business challenges, while validating installed-base details such as active/inactive equipment status, model and serial numbers, installation location, operating hours, duty cycle, application, service history, warranty status, and known replacement or modernization needs.
• Identify opportunities to improve equipment uptime, lifecycle value, and aftermarket support by uncovering customer needs, service risks, and performance trends.
• Partner closely with Sales, Service, and Parts teams to coordinate customer follow-up, address operational challenges, and deliver a seamless customer experience.
• Identify and coordinate aftermarket opportunities by routing technical, quotation, and service execution needs to the appropriate Sales, Service, Parts, or Technical Support owners; this role does not independently perform technical diagnosis, prepare formal quotations, or direct service execution.
• Gather and communicate customer feedback, market insights, and equipment performance observations to help drive continuous improvement and strengthen Aerzen's aftermarket strategy.
• Support customer success initiatives by helping customers maximize the value, reliability, and performance of their Aerzen equipment throughout its lifecycle.
• Ensure customer-provided and field-sourced installed-base information, including equipment location, operating status, hours, duty cycle, application, maintenance history, service activity, warranty coverage, and follow-up opportunities, is accurately entered, updated, and maintained in the appropriate ERP and CRM systems.
• Data, Reporting, and Operational Support
• Maintain the accuracy and integrity of customer, installed base, service, and warranty data across ERP and CRM platforms to support effective decision-making and operational excellence.
• Analyze customer, equipment, and operational data to identify trends, service opportunities, performance risks, and process improvements that support aftermarket growth.
• Develop and maintain dashboards, reports, and key performance indicators that provide visibility into customer engagement, equipment health, service activity, and aftermarket performance.
• Transform complex data into actionable business insights that support forecasting, operational planning, resource prioritization, and strategic decision-making across the organization.
• Collaborate with cross-functional teams to improve reporting processes, data governance, system utilization, and overall visibility into customer and equipment lifecycle performance.