Manufacturing Technical Support 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 Manufacturing Technical Support Specialist serves as a primary technical and commercial resource for customers requiring aftermarket parts, repair solutions, replacement components, engineered-to-order (ETO) applications, government bids, and custom project specifications. This role manages customer requests from initial inquiry through final proposal, providing technical guidance, application support, detailed estimating, and accurate quotations.

The Specialist collaborates closely with customers, distributors, sales, engineering, manufacturing, and operations teams to develop cost-effective solutions that meet technical requirements while supporting aftermarket growth and special project opportunities. This position requires a strong blend of mechanical aptitude, customer service, estimating expertise, and the ability to interpret complex specifications, including government and municipal bid documents.

Essential Duties and Responsibilities

Customer & Technical Support

• Serve as the primary point of contact for customers regarding aftermarket parts, product repairs, replacement components, and special application solutions.
• Provide technical support and guidance to identify correct parts, configurations, repair options, and engineered solutions based on customer applications.
• Troubleshoot customer issues and collaborate with engineering and operations teams to determine appropriate corrective actions.
• Communicate clearly and professionally with customers regarding product capabilities, lead times, pricing, availability, alternatives, and repair status.
• Provide application assistance and recommendations to customers and distributors through phone and email communication.
• Support both pre-sale application development and aftermarket consulting activities.

Estimating, Quoting & Proposal Development

• Manage customer opportunities from receipt of inquiry through final quotation and proposal submission.
• Review customer requirements, specifications, drawings, and scope documents to develop accurate and comprehensive quotations.
• Conceptualize, create, and price standard Level 1 Engineered-to-Order (ETO) solutions.
• Prepare detailed estimates for aftermarket products, repair services, replacement components, and special projects.
• Gather project clarifications and technical requirements necessary to create complete and accurate proposals.
• Ensure pricing, scope, and deliverables are aligned with customer expectations and company capabilities.
• Support order entry and transition awarded projects to execution teams.

Government Bids & Special Projects

• Review, interpret, and respond to government, municipal, educational, and public-sector bid opportunities.
• Analyze bid documents, specifications, drawings, contract requirements, and compliance criteria.
• Develop quotations and proposals that meet customer and regulatory requirements while maintaining profitability objectives.
• Coordinate with engineering, sourcing, and operations teams to identify custom solutions that satisfy project specifications.
• Identify technical deviations, exceptions, and value-engineered alternatives when appropriate.
• Maintain awareness of bid submission requirements, deadlines, documentation, and project milestones.
• Support large-scale special projects requiring custom specifications, engineered solutions, and non-standard product configurations.

Cross-Functional Collaboration

• Work closely with engineering to define and communicate detailed project scopes after customer approval.
• Partners with manufacturing, supply chain, engineering, service, and customer support teams to resolve complex application and product issues.
• Support project handoff activities to ensure successful execution of quoted solutions.
• Contribute to process improvements, root-cause analysis, and continuous improvement initiatives.
• Support sales growth initiatives through technical expertise and customer-focused recommendations.

Knowledge, Skills, Competencies, and Abilities

• Strong technical aptitude with the ability to understand product specifications, applications, and mechanical systems.
• Ability to read and interpret engineering drawings, project specifications, and technical documentation.
• Knowledge of estimating, proposal development, and quotation processes.
• Understanding of government bids, public-sector procurement processes, and contract requirements preferred.
• Ability to evaluate custom project requirements and develop practical engineered solutions.
• Strong customer service skills with the ability to build and maintain professional relationships.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to think abstractly and work effectively with ambiguous or undefined requirements.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Knowledge of manufacturing processes including metal fabrication, welding, machining, assembly, and costing preferred.
• Knowledge of automation and conveyance systems preferred.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience with ERP and CRM systems; familiarity with Epicor, Salesforce, SolidWorks, and AutoCAD preferred.
• Self-starter with strong accountability and follow-through.
• Ability to work collaboratively across departments and functions.

Required Qualifications

• High School Diploma required, Associate's or Bachelor's Degree in Engineering, Business, Technical Studies, or a related field preferred or an equivalent combination of education and experience.
• 2–5 years of experience in aftermarket parts, technical support, applications engineering, estimating, project quoting, or a related role.
• Experience in manufacturing, industrial, automation, or engineered products environment.
• Experience preparing technical quotations, estimates, and customer proposals.
• Experience reviewing customer specifications, drawings, and project requirements.
• Basic mechanical aptitude and understanding of industrial products and systems.
• Experience supporting government bids, public-sector projects, or custom-engineered solutions preferred.
• Experience working with technically complex or product-heavy portfolios 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.