The Aftersales Support Role is customer-facing for modernisation programmes, retrofit upgrades and supply of change parts and spares for packaging machines. You will assess customer enquiries, prepare commercially and technically informed quotations, working closely with aftersales support/technical (also working with the internal design engineers where needed), manage change part orders and Modernisation projects, and keep customers informed throughout delivery and installation.
Key responsibilities
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Receive, log and prioritise customer enquiries about modernisations, upgrades and spare/change parts via phone, email and CRM.
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Undertake initial assessment of enquiries to determine scope, urgency and whether a site survey or technical input is required.
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Draft clear, accurate quotations including scope of work, parts lists, labour estimates, travel, lead times and commercial terms — liaise with engineering, production and purchasing to validate technical elements and costs.
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Produce and maintain bills of materials (BOMs), part numbers and associated documentation for spare/change parts; ensure version control.
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Assist with scheduling site surveys, installation and commissioning visits with field teams and customers.
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Provide technical advice and product selection for spare parts and retrofit options; recommend cost-effective upgrade paths that meet customer requirements.
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Support remote diagnostics, troubleshooting and ordering of parts to resolve machine downtime quickly; escalate complex issues to engineering teams.
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Place and track parts orders with purchasing and suppliers; monitor lead times and logistics to meet customer expectations.
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Support Service team with remote support and troubleshooting to reduce downtime, escalating complex technical issues to engineering or field service teams.
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Maintain accurate quotation history, order documentation and customer communications.
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Support sales teams and Hubs by capturing aftermarket opportunities through customer feedback and trends.
