Customer Service Specialist

Aftermarket Parts Specialist

Company Overview

Stuart Rush is a private business formed from the legacy electric chain hoist plants of Columbus McKinnon Corporation, with the first Lodestar® hoist made in the 1950s. With long-standing operations in Damascus, VA and Lexington, TN, the company builds on a legacy of quality in chain and hoist manufacturing. Stuart Rush values its employees as the foundation of its success and is committed to fostering a strong, supportive, and resilient workplace. The company is dedicated to delivering reliable products and earning customer trust through consistent performance while building a strong future for its people and customers.

Job Summary / Overview

The Aftermarket Parts Specialist plays a critical role in supporting customers throughout the product lifecycle by providing expert assistance with aftermarket parts, repair solutions, and replacement components. This role serves as a primary point of contact for technical inquiries and quoting, while partnering closely with sales, engineering, operations, and service teams to ensure accurate solutions and timely resolution. The Specialist balances technical knowledge with strong customer engagement to drive satisfaction, reliability, and aftermarket growth.

Essential Duties and Responsibilities

Customer & Technical Support

• Serve as a primary point of contact for customers regarding aftermarket parts, product repairs, and replacement solutions.
• Provide technical support and guidance to identify correct parts, configurations, and repair options based on product applications.
• Troubleshoot customer issues and collaborate with internal technical teams to determine appropriate corrective actions.
• Communicate clearly and professionally with customers regarding lead times, availability, alternatives, and repair status.
• Prepare, review, and manage accurate quotes for aftermarket parts, repair services, and replacement components.
• Support order entry and ensure alignment between quotes, customer expectations, and operational execution.

Cross-Functional Collaboration & Continuous Improvement

• Partner with manufacturing, engineering, supply chain, and customer service teams to resolve complex product and parts issues.
• Identify recurring issues and contribute to root-cause analysis and process improvements.
• Maintain strong product knowledge across a diverse, product-heavy portfolio.
• Support sales and aftermarket growth initiatives through insight-driven recommendations.
• Perform other duties and participate in projects as assigned.

Knowledge, Skills, Competencies, and Abilities

• Strong technical aptitude with the ability to understand product specifications and applications.
• Customer-focused mindset with excellent relationship-building skills
• Ability to translate technical information into clear, customer-friendly guidance.
• Strong attention to detail and accuracy in quoting and customer inquiries
• Effective written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment.
• Problem-solving mindset with the ability to work cross-functionally.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Self-starter with strong accountability and follow-through

Required Qualifications

• High School Diploma or equivalent required
• Associate’s or Bachelor’s Degree preferred, ideally in a technical or business-related field
• 2–5+ years of experience in aftermarket parts, customer support, or technical support
• Experience working in a manufacturing or industrial environment.
• Background supporting a product-heavy or technically complex portfolio.
• Experience providing technical support, quoting, or parts identification preferred.

Benefits

At Stuart Rush, we value our employees and are committed to offering a competitive benefits package that includes medical, dental, and vision coverage, as well as life insurance, short-term and long-term disability, paid time off, and a market-leading 401(k) plan.