Inside Parts Sales & Customer Support Specialist - Diesel Engines

About Foley Engines, Inc.

Foley Engines helps customers keep their off-road industrial equipment working by providing engines, parts and knowledge. Based in Worcester, Massachusetts, we have been suppling diesel industrial engines, replacement parts, and powertrain components to companies large and small, in all industries throughout the United States since 1916.

In mid-2023, new ownership took over Foley Engines and our team has been hard at work modernizing a business with "strong bones" and deep resources so that we can become a leader in customer service and a go-to provider for the customers we serve. We are formulated around a simple idea: combine knowledgeable and personal service with the products, information and technology needed to make it easier for our customers to solve their problems and keep their equipment running. We don't want to simply sell parts & engines. We want to disrupt an industry and become a trusted resource that our customers can rely upon.

Building the Next Generation of Foley

We are proud of Foley's long history, but we're much more interested in what the company will become next. We're actively investing in the business, expanding the products and brands we offer, developing new product sources and customer solutions, improving our e-commerce and technology systems, creating better technical resources and content, and finding more effective ways to share knowledge with our customers.

As a close-knit, hands-on team, good ideas don't have to travel through layers of management. Our employees have opportunities to work across different parts of the business, learn new skills, identify problems, improve how things are done, and help turn ideas into something useful. We value people who are curious, resourceful, dependable, comfortable learning new things, and willing to take ownership of problems. Industry experience can be valuable, but even more valuable is the ability to ask good questions, research something you don't understand, pay attention to details, use technology effectively, and genuinely want to help people.

Our goal is to continue building Foley Engines into and increasingly valuable resource for our customers and a business where talented people can learn, contribute and take pride in what they help create.

About the role

We're looking for someone who is smart, curious, organized, comfortable with technology and genuinely enjoys helping people solve problems. You do not need to be a diesel mechanic or already know our industry. In fact, prior engine or parts experience is much less important to us than your ability to learn, research, communicate, follow through and figure things out. This is also not a traditional sales position.

Customers typically contact us because they already need something: an engine, a replacement part, help identifying what they have, or help figuring out what they need. Your job is to understand the problem, gather the right information, research the answer when necessary, help the customer find a solution and make sure the inquiry gets followed through to completion.  We have been in business since 1916 and have a deep knowledge base to support our team in helping our customers.

As you learn our business, you'll also have opportunities to work on projects involving our website, products, technology, customer information, marketing, research, processes and business development. We're a small company, so we value people who don't think "that's not my job", and instead how can doing that support my team. When customer activity is quiet, we're looking for someone who sees an opportunity to learn something, improve something or move a project forward.

What you'll do

• Help customers and solve problems. Respond to customers by phone, email and text. Ask good questions, listen carefully and determine what information is needed to identify the correct engine, part or next step.
• Research and find answers. Use manufacturer information, online resources, internal systems, supplier information and other sources to identify products, applications, availability and pricing. You won't always know the answer. We care much more about how you go about finding it.
• Own inquiries through completion. Document customer interactions, prepare quotes, enter orders, follow up on open opportunities and make sure commitments to customers don't fall through the cracks when the next call comes in.
• Learn our products and industry. Develop knowledge of diesel engines, parts, equipment applications and the manufacturers we support. Over time, you'll handle increasingly technical customer questions independently and help identify areas of opportunity for the business.
• Use technology to make us better. Work with our business systems and web-based tools. Help organize information, improve customer-facing materials, identify inefficient processes and participate in developing and implementing better customer-centered technology solutions.
• Help build the business. Customer service is always our first priority and when not working on customer inquiries, you might be working on company growth projects such as product and supplier research, website/catalog expansion, organizing product data and process documentation, developing technical resources and web content, or any of a myriad of modernization and growth initiatives.
• Work as part of a small team. Cross-train with coworkers, help where needed and share information so that customers can rely on the Foley Engines Team and not a single employee.

Qualifications

We're much more interested in how you think and work than in a particular resume, experience or degree.

The strongest candidates will demonstrate intellectual curiosity and an interest in learning new things.

• Strong problem-solving and research skills
• Excellent listening skills and genuine empathy for customers
• High attention to detail and reliable follow-through
• Initiative and the ability to work productively without constant direction
• Comfort learning unfamiliar software and technology
• Ability to organize information and work product clearly
• Good written and verbal communication
• Humility—being comfortable saying, "I don't know yet, but I'll find out"
• An interest in improving processes rather than simply following them
• Good judgment and a willingness to ask for help when appropriate

 An interest in engines, cars, equipment, technology, e-commerce or how businesses operate is helpful, but diesel experience is not required.

A college degree is not required.