Parts, Sales and Aftermarket

The Parts Sales Advocate is responsible for helping Baker Thermal Solutions customers obtain the right replacement parts, spare parts, and related aftermarket support for existing bakery equipment. This role combines responsive customer service, accurate order entry, technical curiosity, and practical coordination with internal teams to strengthen customer relationships and support Baker Thermal Solutions’ focus on proofing, baking, cooling, material handling, service, and lifecycle aftermarket value.

Company Alignment: This position supports Baker Thermal Solutions’ growth by improving customer response time, increasing parts and service capture, building accurate records, and helping convert equipment knowledge into repeatable aftermarket revenue and long-term customer confidence.

Essential Functions

• Respond to customer inquiries by phone, email, online channels, or in person, providing timely and professional support for parts, products, services, order status, and customer concerns.
• Assist customers with replacement parts, spare parts, and new spare-parts orders for existing Baker Thermal Solutions and legacy equipment.
• Collect, enter, confirm, and update orders for parts, products, and services in the appropriate ERP, CRM, or order-management systems.
• Research customer equipment history, drawings, manuals, historical files, and prior orders to identify correct parts and support accurate quoting.
• Troubleshoot and help resolve product, parts, and service issues; escalate technical matters to engineering, service, manufacturing, or other specialists when required.
• Prepare parts quotes and follow up on open opportunities to support agreed sales targets, quote conversion, and customer satisfaction goals.
• Maintain accurate customer records, including account notes, parts history, problems, complaints, resolutions, and follow-up commitments.
• Develop and maintain a working knowledge base of Baker Thermal products, aftermarket parts, service offerings, and evolving equipment applications.
• Coordinate internally with sales, service, engineering, purchasing, warehouse, and manufacturing teams to improve responsiveness and delivery reliability.
• Promote Baker Thermal Solutions’ service, spare-parts, rebuild, inspection, and lifecycle support capabilities when appropriate to customer needs.
• Handle customer complaints professionally and ensure appropriate actions are taken to resolve problems and protect the customer relationship.
• Perform other related duties as assigned.