Key skills
LeadershipPresentation Skills
About this role
Role Overview
- Serve as a technical point of contact for customer‑reported product and service issues
- Manage day‑to‑day issue resolution activities
- Communicate issue status, risks, and resolution plans to internal stakeholders
- Analyze field data, warranty information, and customer feedback
- Provide on‑site support to key customers as needed
- Collaborate with engineering and manufacturing teams
- For Level II, lead high‑priority or escalated customer issues and mentor less‑experienced engineers
Requirements
- Bachelor’s degree in Engineering or a related technical field preferred for both levels
- 5-7 years of relevant experience in customer support, service engineering, quality, or a related role for Level I
- 8-10 years of relevant experience for Level II, including ownership of complex customer issues
- Strong working knowledge of mechanical, electrical, and hydraulic systems commonly found in industrial or mobile equipment
- Ability to read and interpret engineering drawings, wiring diagrams, schematics, and service documentation
- Experience with structured problem-solving and root cause analysis methodologies
- Understanding of equipment safety, application requirements, and regulatory considerations relevant to industrial products
- Proficiency in analyzing field data and translating findings into actionable recommendations
- Strong written, verbal, and presentation skills
- Demonstrated leadership skills for Level II
Benefits
- Competitive pay
- Tuition reimbursement
- Supportive work environment
- Hybrid work option
- Opportunities for growth and development
- Paid time off
- Medical, dental, vision, and life insurance
- Employer-sponsored profit sharing
- 401(k)