OEM - Customer Care Specialist

Position Summary

Advocate and support the Corporate WIN Strategy by serving as the primary liaison for assigned OEM customers. Drive proactive customer experience by coordinating across manufacturing, quality, and commercial teams to resolve issues, anticipate needs, and improve communication. Identify opportunities for continuous improvement and account growth that strengthen performance and customer loyalty.

Individual contributor role with no direct reports; leads through influence and accountability to drive results. Serves as the primary point of coordination for assigned OEM accounts, aligning manufacturing, quality, engineering, supply chain, and commercial teams to execute customer commitments and resolve issues. Maintains professional, proactive communication with customers, internal stakeholders, and key suppliers, ensuring clear expectations, timely follow-up, and consistent messaging.

Provides regular, metric-based updates (e.g., quality, delivery, corrective actions, open issues), highlights trends and uses data to prioritize next steps, prevent disruptions, and improve performance. Identifies emerging risks early, escalates appropriately, and makes day‑to‑day decisions within established guidelines to protect customer experience and business outcomes.

Serve as the primary day‑to‑day customer contact for assigned OEM accounts, ensuring responsive, high‑quality service and consistent communication.

Lead customer project reviews and ongoing account touchpoints; capture Voice of the Customer (VOC) and translate needs into clear actions and priorities.

Develop and maintain strong product and application knowledge and a clear value proposition; provide first‑line technical and specification support; support customer discussions, issue triage, and commercial alignment; and elevate complex issues to Technical Support/Application Engineering, coordinating actions through closure.

Coordinate resolution of RMAs, quality concerns, and delivery issues with plants and cross‑functional teams; manage escalations and communicate containment, corrective actions, and timelines.

Support commercial execution by assisting with quotes, pricing, billing, payables inquiries, returns, purchase orders, and related customer documentation—partnering closely with Sales and Sales Management.

Communicate status and timelines for new projects and changes, ensuring alignment across customers, internal stakeholders, and suppliers.

Analyze customer requirements and usage trends to recommend modifications, service improvements, or process changes that enhance performance and customer experience.

Conduct account performance reviews using scorecards/metrics (quality, delivery, responsiveness, open actions), highlighting risks, trends, and improvement plans.

Ensure accurate documentation and follow‑through in CRM and internal systems, including issue logs, action items, commitments, and customer communications.

Identify and lead cross‑functional continuous improvement opportunities that reduce recurring issues, improve service execution, and strengthen account health.

• 1-3 years of experience in customer service, account support, operations, or a manufacturing‑related environment.
• Foundational knowledge of manufacturing processes and terminology.
• Strong technical/mechanical aptitude with a hands‑on, problem‑solving mindset.
• Detail‑oriented, self‑motivated, and able to manage multiple priorities with consistent follow‑through.
• Proficient in Microsoft Office applications (Excel required; Power BI a plus).

• Bachelor's degree (Engineering or Business) preferred; equivalent relevant experience accepted.
• Experience with CRM tools (Salesforce a plus).
• Exposure to Lean, Six Sigma, FMEA, basic project management, or continuous improvement concepts.

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century, we've enabled engineering breakthroughs that make energy cleaner, transportation safer, medical treatments more effective, and manufacturing more efficient.

With empowered team…