Part-Time Head of Operations

SIEBTECHNIK TEMA is a global provider of bulk material processing and solid-liquid separation technologies serving industrial markets such as mining, chemicals, food, recycling, battery materials, and related process industries. Our equipment portfolio includes screening machines, sampling systems, centrifuges, laboratory equipment, and related aftermarket parts and service support. The Cincinnati team supports customers across North America with technical expertise, responsive order fulfillment, and long-term partnership.
The Aftermarket Operations Manager leads the internal aftermarket support function responsible for spare parts quoting, order fulfillment, service level agreements, rebuild quotation coordination, service-related sales support, customer communication, and inside sales process discipline. This is primarily an inside sales and operations leadership role, not a field sales or territory account management role. The position works closely with Sales Engineers, who retain primary external customer-facing responsibility for account development, customer visits, and broader commercial relationship management. The Aftermarket Operations Manager ensures the internal aftermarket team delivers accurate quotations, timely order execution, reliable follow-up, and strong coordination across Sales, Service, Engineering, Operations, Purchasing, Logistics, and Finance.
Aftermarket Parts & Order Fulfillment Operations

• Oversee the end-to-end spare parts quotation and order fulfillment process, from customer inquiry and internal intake through quotation, order entry, delivery coordination, and follow-up.
• Ensure customer quotations and orders are processed accurately, professionally, and on schedule while maintaining high service levels and clear communication.
• Coordinate with Operations, Purchasing, Logistics, Service, Engineering, and Sales Engineers to support delivery timelines, inventory availability, technical accuracy, and customer commitments.
• Develops Service Level Agreement (SLA) products and manages the execution of Service Level Agreements to ensure compliance with SLA contracts and increase reoccurring revenue thru effective SLA products and services.
• Monitor open quotes, open orders, backlog, lead times, delivery risks, and customer escalations to ensure issues are identified and resolved promptly.
• Support pricing discipline, margin awareness, and consistent commercial practices for spare parts, rebuilds, and service-related offerings.

Inside Sales & Customer Support Leadership

• Lead, coach, and develop inside sales and customer support personnel responsible for aftermarket products, spare parts, rebuilds, service level agreements, and service-related customer needs.
• Establish clear expectations for responsiveness, quote quality, order accuracy, customer communication, CRM/ERP data quality, and follow-up discipline.
• Create a team environment focused on accountability, customer service, technical learning, timely execution, and continuous improvement.
• Monitor quotation activity, conversion, customer response times, open opportunities, order status, and other key performance indicators; Ensure internal customer support activities complement the external account ownership and relationship-development efforts of the Sales Engineers.

Supervise the internal quotation process for, spare parts, rebuilds, service level agreements, and service work, ensuring technical completeness, commercial accuracy, and alignment with customer expectations.

• Coordinate with service technicians, engineers, project personnel, and Sales Engineers to define rebuild scopes, maintenance plans for SLAs, identify required parts, clarify assumptions, and support accurate proposals.
• Support internal preparation for customer discussions regarding rebuild options, service agreement options, replacement parts, upgrades, recommended service solutions, and related aftermarket opportunities.
• Drive continuous improvement in quote accuracy, turnaround time, handoff quality, documentation, and customer communication.
• Track installed-base information, service history, quote history, and customer usage patterns to support proactive aftermarket follow-up by the appropriate Sales Engineer or internal team member.

Provide Sales Engineers with accurate quote status, order status, parts availability, lead time information, rebuild scope details, and customer history as needed.

• Coordinate internally to resolve customer issues related to parts, orders, rebuilds, service quotations, technical clarification, delivery, and documentation.
• Identify upsell, cross-sell, rebuild, and service opportunities from customer inquiries and installed-base information, then coordinate with Sales Engineers for appropriate customer follow-up.
• Represent the company professionally in customer-support interactions and reinforce SIEBTECHNIK TEMA’s reputation for responsiveness, technical credibility, and dependable support.

Streamline internal workflows between inside sales, Sales Engineers, service, engineering, operations, purchasing, fulfillment, logistics, and finance to reduce friction and improve responsiveness.

• Use CRM and ERP systems consistently to improve visibility, quote tracking, order management, backlog reporting, customer history, forecasting, and decision-making.
• Develop or improve standardized templates, checklists, and work instructions for quoting, order follow-up, rebuild intake, customer escalation, and reporting.
• Identify recurring process issues and recommend improvements to reduce rework, improve customer experience, and strengthen departmental performance.

Bachelor’s degree in Business Administration, Supply Chain Management, Industrial Distribution, Operations Management, Engineering Technology, Mechanical Engineering, Industrial Engineering, Marketing, Sales, or a related field is preferred.

• Equivalent experience in industrial aftermarket operations, spare parts management, inside sales leadership, technical customer service, service coordination, industrial distribution, or industrial equipment support may be considered in lieu of a degree.
• A technical degree, business degree, or coursework in mechanical systems, industrial distribution, supply chain, customer relationship management, sales operations, or operations management is highly desirable.
• Continuing education or professional development in leadership, CRM/ERP systems, inventory management, supply chain, negotiation, customer service, or industrial equipment applications is a plus.

5+ years of experience in aftermarket operations, spare parts management, inside sales, customer support leadership, service coordination, industrial distribution, or parts/order fulfillment, preferably in an industrial or manufacturing environment.

• Demonstrated ability to lead, coach, and hold a customer-facing internal team accountable for responsiveness, accuracy, professionalism, and results.
• Strong customer service mindset with the ability to resolve escalations, communicate clearly, and support long-term customer relationships in coordination with field sales personnel.
• Strong commercial and operational judgment with the ability to support accurate quotations, pricing discipline, margin awareness, order execution, and follow-up.
• Working knowledge of ERP and CRM systems and the ability to use data to monitor quotes, orders, backlog, customer activity, and performance metrics.
• Excellent written and verbal communication skills, including the ability to explain technical and commercial information clearly to customers and internal stakeholders.
• High level of organization, attention to detail, and follow-through in a fast-paced customer support, inside sales, and order-management environment.

Experience supporting spare parts, rebuilds, service level agreements, service work, or aftermarket operations for industrial equipment, rotating equipment, process equipment, material handling equipment, or engineered products.

• Technical understanding of centrifuges, sampling systems, laboratory equipment, screening equipment, belts, media, and related equipment is highly desirable.
• Experience coordinating with sales engineers, service technicians, engineering, operations, purchasing, logistics, and finance personnel.
• Proven track record of improving quote turnaround, customer response times, order accuracy, customer retention, backlog visibility, or aftermarket revenue support performance.
• Experience developing KPIs, management reports, CRM/ERP workflows, standard operating procedures, or inside sales/customer support process improvements.

Customer support focus
Responds quickly, communicates clearly, and works to solve customer problems with professionalism and accountability.
Creates structure around quoting, order management, follow-up, documentation, and handoffs.
Commercial awareness
Supports pricing discipline, margin awareness, quote follow-up, and aftermarket revenue growth without assuming field sales ownership.
Understands industrial equipment applications and works effectively with technical experts to support accurate recommendations.
Sets clear expectations, coaches performance, removes obstacles, and develops a responsive inside sales and customer support team.
Collaborative Mindset for continuous improvement
Works across departments/functional lines and partners with sister business units, internal suppliers, and external suppliers to improve processes with a continuous improvement mindset. Drives improvement in results for customers.
Timely and accurate customer quotations and order processing.

• Improved quote follow-up, quotation conversion, customer response times, and order-status communication.
• Improved coordination between inside sales, Sales Engineers, service, engineering, operations, purchasing, logistics, and finance.
• Continuous improvement mindset that drives the supply chain to increased competitiveness.
• Growth support for spare parts, rebuilds, and service-related aftermarket revenue through disciplined internal execution and proactive opportunity identification.
• High customer satisfaction and effective resolution of escalated aftermarket support issues.
• Consistent use of CRM and ERP systems to support visibility, reporting, forecasting, customer history, and follow-up.
• Clear KPIs, regular reporting, and practical recommendations to improve aftermarket operations performance.
• A more standardized, scalable, and accountable aftermarket parts, rebuild, and service support process.

Work Environment & Travel

• Work is primarily performed in an office and customer-support environment, with interaction across sales, service, engineering, operations, purchasing, logistics, and finance.
• Occasional travel may be required for supplier meetings, training, trade shows, customer support needs, or company business needs.
• The role may involve periodic exposure to industrial facilities or shop environments and requires compliance with applicable safety policies and customer site requirements.

Application Instructions

• Qualified candidates should submit a resume and brief cover letter summarizing relevant aftermarket operations, spare parts, inside sales leadership, service coordination, industrial equipment, and customer support experience.
• Candidates should be prepared to discuss examples of customer support leadership, quote/order management, process improvement, CRM/ERP usage, and cross-functional coordination.
• Applications may be submitted through the designated company posting channel or to Human Resources as specified in the external posting.

The Aftermarket Operations Manager is responsible for creating a responsive, accurate, and disciplined internal aftermarket support process that enables the Sales Department, strengthens customer relationships, supports spare parts and service-related revenue, and ensures customers receive clear communication, reliable follow-through, and practical support.
Employment decisions are based on qualifications, merit, and business needs and are made without regard to any characteristic protected by applicable law.