Customer Support Engineer

Ethos•Cedar Falls, IA

About The Position

The Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the lifecycle. The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience from quote to after-sale support.

Requirements

Bachelor’s Degree in Mechanical Engineering or a related technical field (required).
3+ years of experience in a customer-facing engineering, field service, or technical support role—preferably in heavy equipment, industrial manufacturing industries or trailer manufacturing.
Strong understanding of mechanical systems, hydraulics, and materials.
Experience with CAD/design software and basic drafting/modification work.
Excellent written, verbal, and interpersonal communication skills.
Proficiency with Microsoft Office Suite and ERP/order management tools.

Responsibilities

Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.
Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.
Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
Prepare accurate product and service quotes, including pricing, options, and technical configurations.
Support the sales team with technical insight to ensure product specifications meet customer requirements.
Collaborate with design and production teams to confirm feasibility, costs, and lead times.
Enter product and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
Design and model custom or replacement parts for service sales orders using CAD software.
Develop and release service drawings, component details, and modification packages for production or field use.