Technical Service Representative
On-siteRichfield, Wisconsin, United States
Job Summary
Respond to customer, dealer, and distributor technical support requests via phone, email, and other communication channels. Diagnose mechanical, hydraulic, and electrical product concerns by reviewing customer information, photographs, videos, diagnostic data, and technical documentation. Process service parts orders, quotations, acknowledgments, return authorizations, and related customer requests. Assist customers in identifying replacement parts and provide technical guidance for equipment repair and maintenance. Provide technical support to Manufacturing and Quality teams for production-related issues. Assist in the administration and processing of warranty claims, including documentation review, claim validation, and customer communication. Analyze returned warranty components to determine root cause and provide recommendations for corrective and preventive actions. Document recurring product issues and communicate trends to Engineering, Quality, and Operations. Develop and conduct customer, dealer, and internal service training programs covering equipment operation, maintenance, and troubleshooting. Travel to customer, dealer, distributor, and company locations as required to provide technical assistance, conduct service training, support product demonstrations, and resolve complex service issues.
Required Qualifications
- High school diploma or equivalent
- Valid driver's license with an acceptable driving record meeting Company insurance requirement
- Ability to operate company vehicles and customer equipment safely
Desired Qualifications
- Associate degree in Automotive Technology, Diesel Technology, Industrial Maintenance, Electrical Technology, or a related technical field
- Three to five years of experience in technical service, equipment repair, field service, or customer support
- Experience supporting mobile equipment, construction equipment, aerial work platforms, forklifts, telehandlers, or similar industrial equipment
- Strong working knowledge of mechanical and electric drive systems, hydraulics, electronic control systems, and the ability to read and interpret electrical and hydraulic schematics, service manuals, and technical drawings
- Excellent verbal and written communication skills with the ability to explain technical concepts to customers of varying experience levels
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Proficient with Microsoft Office and ERP/service management software
- Ability to work independently while maintaining a high level of customer satisfaction
- Ability to present technical information in both classroom and hands-on training environments
- Experience troubleshooting and supporting engines and battery-powered material handling equipment and Mobile Elevating Work Platforms (MEWPs)
- Working knowledge of ANSI A92 standards and Mobile Elevating Work Platforms (MEWPs)
- Previous experience developing or delivering technical training programs
- Experience with warranty administration and root cause failure analysis
- MEWP Operator or Service Certification
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