Bilingual Operations Support Specialist
About The Position
The Technology Support Specialist serves as a frontline technical resource supporting customers and dealers with machine-related and digital technology solutions. The role diagnoses and resolves issues through phone, chat, and other remote support channels while delivering a high-quality customer experience. The position supports heavy equipment systems, including electrical diagnostics, fault code analysis, and machine performance issues, as well as digital technologies such as Grade Control, Payload, Detect, Safety Systems, Command, and other connected equipment solutions. The specialist interprets technical documentation and wiring schematics, identifies root causes, guides customers through resolutions, and escalates complex issues as appropriate. This position is based in Peoria, Illinois, and is hybrid.
Requirements
- Fluency in English and Spanish, including written and verbal communication.
- Ability to effectively communicate with Spanish-speaking customers, employees, or stakeholders.
- Heavy equipment, construction equipment, or diesel engine troubleshooting skills.
- Electrical and electronic diagnostics skills.
- Ability to read and interpret wiring schematics and service manuals.
- Root cause analysis and problem-solving skills.
- Fault code diagnostics and troubleshooting skills.
- Knowledge of telematics and connected equipment technologies.
- Remote technical support experience using phone, chat, or email.
- Customer service and conflict resolution skills.
- Technical documentation and case management skills.
- Microsoft Office and support ticketing systems experience, such as Salesforce or ServiceNow.
- Knowledge of hydraulic, electrical, and mechanical systems.
- Ability to multitask in a fast-paced support environment.
Nice To Haves
- Parts and service support experience.
Responsibilities
- Provide technical support to customers via phone, chat, and digital channels.
- Diagnose and troubleshoot machine, electrical, and digital technology issues.
- Interpret wiring schematics, service information, and technical documentation.
- Support digital solutions, telematics, and connected machine technologies.
- Document customer interactions, troubleshooting steps, and resolutions.
- Collaborate with internal teams to resolve complex technical issues.
- Deliver a positive customer experience while maintaining ownership of support cases.
Benefits
- Medical, dental, and vision coverage, subject to eligibility.
- Critical illness, accident, and hospital coverage, subject to eligibility.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, subject to eligibility.
- Voluntary life and AD&D insurance for employees and dependents, subject to eligibility.
- Short- and long-term disability coverage, subject to eligibility.
- Health Spending Account (HSA), subject to eligibility.
- Transportation benefits, subject to eligibility.
- Employee Assistance Program, subject to eligibility.
- Time off or leave, including PTO, vacation, or sick leave, subject to eligibility and plan terms.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
