Customer & Aftermarket Support Specialist - Contherm SSHE

About the role

Every day, we get opportunities to make a positive impact - on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the Job

Reporting to the Global Service Sales Manager, Contherm, the Customer & Aftermarket Support Specialist - Contherm SSHE plays a critical role in supporting Alfa Laval's global installed base of Contherm scraped surface heat exchanger equipment. This position combines technical support, aftermarket business development, customer engagement, and service coordination to help customers maximize equipment performance, reliability, and lifecycle value.

As a trusted partner to customers, sales companies, service teams, engineering, and product specialists, you will serve as a key point of contact for technical and commercial support. You will help resolve customer inquiries, coordinate service-related activities, provide product and application guidance, and identify opportunities for spare parts, repairs, upgrades, and service agreements that enhance customer value and support aftermarket growth.

Working across a global network of stakeholders, you will contribute to customer satisfaction, operational excellence, and continuous improvement initiatives while strengthening long-term customer relationships and supporting the growth of the Contherm business.

This is primarily an office-based role focused on remote technical support, customer relationship management, and aftermarket service coordination, with occasional travel for customer visits, training, startup support, and strategic service activities.

Join the Contherm team and apply your technical expertise to support customers around the world. Contherm's scraped surface heat exchangers are used in the continuous and semi-continuous processing of food, dairy, beverage, pharmaceutical, health, and personal care products, helping manufacturers improve efficiency, product quality, and process reliability.

This position is based in Newburyport, Massachusetts.

As a part of the team, you will

• Serve as a primary customer contact, delivering technical support and a high-quality service experience.
• Manage customer inquiries, service requests, quotations, spare parts orders, repairs, upgrades, and service agreements.
• Partner with Engineering, Product Management, Service, and Sales teams to resolve issues and support customers globally.
• Identify and develop aftermarket opportunities, including spare parts, repairs, upgrades, and service contracts.
• Troubleshoot equipment and application issues, providing remote support and coordinating escalations when needed.
• Conduct customer visits, equipment assessments, and mechanical/thermal audits to improve reliability and performance.
• Support warranty claims, technical investigations, and complaint resolution through structured problem-solving.
• Provide technical training and support to customers, service teams, and sales organizations.
• Support equipment testing, demonstrations, commissioning, startup activities, and service agreement implementation.
• Drive continuous improvement by sharing best practices, enhancing service processes, and supporting the global installed base of Contherm equipment.

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area. Visa sponsorship is not available for this role.

What you know

You have a high school diploma or GED, Associate degree, Technical Diploma, or equivalent experience in Mechanical, Process, Industrial, or a related technical discipline. You are customer-focused, technically curious, and thrive in a hands-on environment. In addition, you bring:

• Minimum of 3 years of technical, service, maintenance, manufacturing, or industrial equipment experience.
• Working knowledge of mechanical systems, heat transfer equipment, electrical controls, and troubleshooting methodologies.
• Ability to diagnose equipment issues and interpret technical documentation, drawings, and service records.
• Strong communication skills with the ability to effectively support customers and stakeholders at all organizational levels.
• Experience using common hand tools, precision measuring devices, and testing instrumentation.
• Proficiency with Microsoft Office applications (particularly Excel, PowerPoint, and Outlook) and CRM or ERP systems.
• Strong planning, documentation, organizational, and time-management skills, with the ability to manage multiple priorities simultaneously.
• A customer-focused mindset with a high degree of initiative, accountability, and professionalism.
• Self-motivated and team-oriented, with excellent interpersonal, verbal, written, and presentation skills.
• Ability to learn and become proficient in Contherm equipment configurations, components, applications, and replacement parts.
• Familiarity with continuous improvement principles, process compliance, and structured problem-solving techniques.
• Field service/ Electrical background can be added advantage to this role
• Willingness to travel approximately 30% for customer visits, technical support, startup assistance, service agreement activities, training, and strategic customer engagements.
• Valid driver's license with an acceptable driving record and a valid passport or ability to obtain one for international travel.
• Ability to safely lift up to 25 pounds and climb ladders up to 20 feet as required.

Please Note: This role is primarily focused on customer support, technical expertise, and after-market business growth. It is not responsible for routine field service execution, emergency service coverage, or on-site repair activities.

What's in it for you?

• Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more.
• At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package.
• We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right.
• These considerations can cause your compensation to vary and will also be dependent on your location.
• The hourly rate for the role is $32-$36 USD per hour.

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