Provide advanced technical guidance and product support for capital equipment products (current and legacy models) to external customers, internal teams (sales, field service, operations), and partners via phone, email, remote diagnostics tools, or occasionally on-site assistance.
Translate customer questions, concerns, and complaints into clear, actionable solutions.
Troubleshoot and resolve complex issues involving mechanical, electrical, electronic, electromechanical, hydraulic, pneumatic, PLC/HMI controls, software interfaces, sensors, and system integration often using remote tools to interpret error codes, schematics, and diagnostics.
Handle escalated cases from lower-level support, independently develop solutions, document failures/root causes in real time, and initiate corrective/preventive actions to avoid recurrence.
Collaborate with customers to develop practical solutions that meet their operational needs.
Support installation, commissioning, operator training, warranty processing, and failure analysis.
Schedule, assign, and adjust work assignments for Field Service Technicians.
Monitor service delivery to ensure work meets quality standards and customer expectations.
Manage high-priority or critical customer situations, de-escalate issues, and keep stakeholders informed to meet compliance and satisfaction requirements in a timely and professional manner.
Perform additional duties and responsibilities as assigned.

Technical background with strong mechanical aptitude; experience combining sales and customer support is preferred.
Experience in industrial/capital equipment systems: mechanical/electromechanical components, electrical controls, hydraulics/pneumatics, PLC programming basics, HMI/SCADA interfaces, remote diagnostics, and safety standards.
Related work experience or an Associates degree in Business or a related field is a plus.
Experience supporting or working with heavy equipment is highly valued.
Strong organizational skills with attention to detail and the ability to learn quickly.
Excellent verbal and written communication skills to explain technical details to technical and non-technical audiences.
Ability to multitask, prioritize, and manage escalations effectively.
Proficiency with computers, service systems, and standard business software.

Health, dental, vision, and life insurance plans available the first of the month following your date of hire with Health Saving Account (HSA) plan with employer contribution.
Paid vacation and paid holidays available on day one.
Participation in the company’s bonus incentive plan.
Eligibility in our 401K benefit plan with company match after 30 days of employment.
Job training and advancement opportunities.

Service Engineer

Key skills