Customer Engagement Specialist in Coatesville, Pennsylvania at Aerzen USA Corporation

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.

Position Qualifications:

Education:

Bachelor’s degree preferred in Business, Sales, Marketing or a related field. Equivalent experience in customer service, inside sales, or technical support will be considered.

Experience:

3–5 years of experience in customer service, inside sales, sales support, or a data-driven role.

Experience working with CRM/ERP systems is preferred.

Exposure to industrial, manufacturing, or mechanical equipment environments is a plus.

Language Proficiency: English (Required), Spanish (Preferred, Not Required)

Soft Skills and Personal Attributes:

Demonstrates a curious and analytical mindset with an interest in understanding how equipment is used in real-world conditions.

Able to effectively balance customer outreach with data analysis while maintaining strong attention to detail and data accuracy.

Communicates clearly and professionally, with the ability to ask structured questions, actively listen, and document information accurately.

Works collaboratively across teams, follows defined processes, and shows a strong willingness to learn, take feedback, and continuously improve.

Software/Applications:

Proficiency in Microsoft Windows and Microsoft Office Suite, including Word, Excel, and PowerPoint.

Ability to navigate file structures, folders, and shared drives in a professional business environment.

Experience working with ERP and CRM systems is required; familiarity with Microsoft Dynamics 365 Business Central and Salesforce is strongly preferred.

Other:

Ability to travel minimally less than 5% of the time.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Aerzen USA Corp., inclusive of its subsidiaries (further “Aerzen”) is an equal opportunity employer and selects employees based on skills and experience. Aerzen ensures that all persons are entitled to equal employment opportunity without regard to race, color, gender, gender identity, sexual orientation, pregnancy, age, national origin, religion, marital status, ancestry, disability, veteran’s status, and any other characteristic protected under applicable federal, state, or local laws. All employment decisions and actions are based on merit and made without regard to any characteristic protected by state, federal or local law. Aerzen is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact hr-usa@aerzen.com.

All offers of employment at Aerzen USA Corp are contingent upon clear results of a thorough background check. In compliance with the Drug-Free Workplace Act of 1988, Aerzen USA Corp has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug misuse poses a threat to the health and safety of Aerzen employees and to the security of the company's equipment and facilities. For these reasons, Aerzen USA Corp is committed to the elimination of drug and alcohol use and misuse in the workplace. Applicants being considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including termination of employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.