Parts Sales & Product Support Specialist

Job Description

Job Description

About the Position

Engine & Accessory, Inc. (EAM), a Miami-based manufacturer of custom off-highway chassis for aviation refuelers and specialized commercial tank trucks and equipment, is seeking a Parts Sales & Product Support Specialist to join our team. This customer-facing position combines day-to-day parts sales with technical product and service support.

The primary responsibility will be assisting customers with replacement parts—answering calls and emails, identifying the correct components, preparing quotes, processing orders, and following up with customers. This position provides the daily Parts Department coverage needed for our Parts Manager to focus on growing the parts business, developing new opportunities, and improving the department.

The position will also support EAM tank truck customers when equipment or service issues arise. We need someone with hands-on mechanical experience who can understand a customer’s problem, ask the right questions, help troubleshoot equipment, coordinate the appropriate resources, and take ownership through resolution. Over time, this person will also assist with product support for our aviation refueler chassis, learning the product line alongside our experienced aviation support lead.

This position reports to the Parts Manager and works closely with the Service Manager on product support, service, and warranty.

Parts Sales & Customer Support

·         Handle incoming phone and email inquiries for replacement parts.

·         Identify parts using customer information, equipment records, drawings, photos, serial numbers, and other available resources.

·         Prepare quotes, process customer parts orders, and follow up on open quotes and requests.

·         Assist customers with technical questions regarding replacement parts and equipment.

·         Coordinate with Purchasing and Shipping/Receiving regarding parts availability and order fulfillment.

·         Maintain accurate customer, quote, and order information in company systems.

·         Develop relationships with existing customers and identify opportunities for additional parts sales.

·         Provide day-to-day Parts Department coverage while supporting the Parts Manager’s efforts to grow the business.

Product Support, Service & Warranty

·         Assist tank truck customers experiencing mechanical or operational problems.

·         Gather the information needed to understand and troubleshoot customer concerns by phone, email, photos, video, and other available information.

·         Provide technical assistance involving PTOs, pumps, hydraulics, valves, piping, pneumatic systems, electrical components, and other truck-mounted equipment.

·         Inspect trucks in the shop or yard when needed to help diagnose issues and confirm the correct parts.

·         Coordinate service and repairs with customers, EAM personnel, suppliers, truck dealerships, and outside repair facilities.

·         Prepare, submit, and track warranty claims with chassis OEMs and component suppliers, maintaining clear documentation from initial report through resolution.

·         Proactively follow up on open service and warranty issues.

·         Work with EAM Engineering, Production, and Service personnel when additional technical assistance is required.

·         Recognize when an issue needs to be escalated while continuing to own customer communication and follow-through.

·         Help identify recurring field issues and communicate them internally.

·         Assist with product support for EAM’s aviation refueler chassis and develop expertise in this product line over time.

Qualifications

·         At least 2 years of hands-on experience maintaining, repairing, or troubleshooting heavy trucks, vocational equipment, hydraulics, pumping systems, or similar mechanical equipment.

·         Experience in parts, service, or warranty for heavy trucks, fleets, or industrial or vocational equipment.

·         Ability to work through mechanical problems logically, including over the phone with a customer or technician.

·         Clear, professional phone, email, and written communication skills.

·         A sense of urgency with customers whose equipment is down, and the accountability to follow every issue through to resolution.

·         Organized, with the ability to manage multiple parts inquiries, orders, and service issues at the same time.

·         Comfortable working with computerized inventory, quoting, and order-management systems.

·         Ability to work effectively across Parts, Engineering, Production, Service, Purchasing, and Shipping/Receiving.

Experience That Is a Strong Plus

Heavy-duty truck parts or service; commercial truck dealerships; OEM or supplier warranty claims; tank or vacuum trucks; fleet maintenance; hydraulic systems; pumps and pumping systems; PTO and driveline components; pneumatic systems; truck-mounted electrical systems; fuel delivery equipment; aviation refueling or aviation ground support equipment; waste oil, septic, environmental, or liquid-handling equipment; or other vocational/specialty truck equipment. ASE certifications and bilingual English/Spanish are also a plus.

What Success Looks Like

Our customers depend on their equipment to operate their businesses. Whether they need a replacement part or assistance with a truck that is down, they need responsive and knowledgeable support.

The successful candidate will efficiently handle the everyday parts business while developing into a trusted technical resource for EAM customers. We are looking for someone who does not simply pass a problem along. The right person takes ownership, gathers the necessary information, involves the right people, communicates with the customer, and follows the issue through resolution.

For the right person, this role offers the opportunity to grow into a broader technical position supporting both EAM product lines, including our aviation refueler chassis.

About Engine & Accessory, Inc.

Engine & Accessory, Inc. is a family-owned, Miami-based manufacturer with decades of experience serving customers throughout the United States. EAM builds custom off-highway chassis for aviation refuelers and manufactures and assembles specialized tank truck equipment used in the environmental, petroleum, waste oil, water, and liquid-handling industries.

For over 75 years, Engine & Accessory, Inc. has produced innovative products and solutions to meet the demands of our customers and their industries. From off-highway to over-the-road, our comprehensive line of equipment provides unsurpassed performance and dependability, offering solutions for a wide range of liquid transport and delivery needs. Through an extensive distribution network, our products are shipped throughout North America and around the world. Focused on the power to achieve exceptional results through exceptional equipment, our proven performance carries on to superior service and support for our customers.
Today, Engine & Accessory manufactures a wide variety of off-highway, custom-built specialty chassis for aviation refueling and ground support equipment as well as other vocational markets.
We also manufacture a full line of tank truck applications that include fuel delivery, vacuum, waste oil, water, fire, and just about any liquid transport or delivery need.
Moving forward on the leading edge of technology and experience, Engine & Accessory will continue to enhance our product lines and design new equipment to meet our customers’ demands in an ever-changing market worldwide.

Company Description

For over 75 years, Engine & Accessory, Inc. has produced innovative products and solutions to meet the demands of our customers and their industries. From off-highway to over-the-road, our comprehensive line of equipment provides unsurpassed performance and dependability, offering solutions for a wide range of liquid transport and delivery needs. Through an extensive distribution network, our products are shipped throughout North America and around the world. Focused on the power to achieve exceptional results through exceptional equipment, our proven performance carries on to superior service and support for our customers.\r\nToday, Engine & Accessory manufactures a wide variety of off-highway, custom-built specialty chassis for aviation refueling and ground support equipment as well as other vocational markets.\r\nWe also manufacture a full line of tank truck applications that include fuel delivery, vacuum, waste oil, water, fire, and just about any liquid transport or delivery need.\r\nMoving forward on the leading edge of technology and experience, Engine & Accessory will continue to enhance our product lines and design new equipment to meet our customers’ demands in an ever-changing market worldwide.