Parts Product Specialist

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications.

A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

The Parts Product Specialist plays a key role in supporting parts product management and daily order‑entry operations by identifying trends in inquiries and building targeted training. Partners with Product Management and Sales Fulfillment to improve customer experience.

• Monitors and analyzes recurring order entry inquiries to identify root causes.
• Designs and delivers training modules for CARs and inside sales.
• Provide direct support to customer assurance staff for part‑related inquiries and pricing.
• Maintains and curates searchable knowledge resources.
• Collaborate with cross‑functional teams to resolve systemic issues.
• Standardizes SOPs and supports continuous improvement.
• Operates tools such as SAP, ePortal, Salesforce, Five9, Teams.
• Assist senior managers with data analysis and reporting to support strategic decisions.
• Monitor sales trends and identify opportunities for improvement.
• Serve as an additional liaison between internal teams and external customers to ensure effective communication.
• Assist in managing technical literature and oversee the product change process queue.
• Review parts spike reports and prepare weekly summaries for management.
• Coordinate administrative tasks to support promotional and marketing initiatives.
• Communicates clearly with customers and stakeholders.
• Maintains consistent and accurate parts information across printed and electronic platforms.
• Assists in maintaining list pricing integrity of shared parts between Lochinvar and other business units.
• Maintains competitive pricing and intelligence by monitoring competitor websites and requesting information from Lochinvar Sales Team, Distributors, and Manufacturers’ Representatives.
• Monitors sales trends to identify component supply issues that may impact parts availability as well as unit production.
• Monitor parts usage for trends, including for potential field quality issues or pricing irregularities.
• Support all sales fulfillment and pricing management tasks, including SAP updates, reporting and analytics, and customer assistance as required.
• Assist in maintenance of any master data in SAP as required.
• Responsible for reviewing and maintaining product descriptions per established guidelines, reviewing all new service kits for duplication, and identifying existing duplicate kits.
• Monitor product lifecycle management workflows when creating new service kits including other business unit equivalents.

• Bachelor's Degree in Business Administration or related field, or equivalent combination of education and experience in Business, Marketing, or a technical field.
• 1 – 3 years in product support, customer assurance, or order management.
• Strong analytical, communication, and organizational skills.
• Working knowledge of SAP workflows and Excel.
• Familiarity with parts market operations and technical documentation is a plus.
• Customer‑oriented mindset.

Bachelor's Degree in Business Management or Related Field

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short‑and long‑term disability programs…