Heavy Equipment Technical Service Specialist

Oshkosh•Oshkosh, WI

About The Position

About Oshkosh Defense, an Oshkosh company Oshkosh Defense stands behind those who dedicate their lives to protecting others. As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems. We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions. Oshkosh Defense is seeking an experienced and highly skilled Technical Service Specialist to join our dynamic team. At Oshkosh Defense, we are dedicated to delivering cutting-edge equipment solutions that drive efficiency and productivity for our clients worldwide. The ideal candidate will possess exceptional technical troubleshooting abilities, strong communication skills, and a passion for providing top-tier support to our customers. This role involves diagnosing and resolving technical issues, providing detailed product support, managing knowledge bases, and collaborating with cross-functional teams to ensure customer satisfaction and product efficiency.

Requirements

High School Diploma or equivalent and three (3) or more years of relevant experience
Strong technical troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency in using CRM software and technical support tools.
Ability to explain complex technical information clearly and concisely.
Strong organizational skills and attention to detail.
Customer-focused with a commitment to providing exceptional service.
Ability to work independently and as part of a team.
Adaptable and able to thrive in a fast-paced, dynamic environment.
Strong interpersonal and communication skills.
Knowledge of mechanical, electrical, and software systems used in equipment manufacturing.
Commitment to continuous learning and professional development.

Nice To Haves

Experience in technical support, preferably within the equipment manufacturing industry.
Bachelor’s degree in engineering, specialized technology, or a related technical field.
Proficiency in data analysis and knowledge management systems.
Experience with diagnostic tools and software related to equipment troubleshooting.
Ability to travel domestically as needed.

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and chat.
Provide technical assistance and support for incoming queries and issues related to equipment.
Diagnose and troubleshoot complex equipment problems, ensuring timely and effective resolution.
Document all customer interactions and technical issues in the customer relationship management (CRM) system.
Support two model families (AWP, TMH or Scissor) model families
Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic and software issues on equipment.
Utilize technical documentation and resources to provide accurate solutions and guidance.
Escalate unresolved issues to internal teams and/or management for guidance.
Follow up with customers to ensure issues are fully resolved to the customers’ satisfaction.
Support internal team members with troubleshooting tips in the chat group environment.
Share product content, documents or other troubleshooting content with the team.
Utilize current knowledge articles for resolving customer issues.
Communicate knowledge article usage to the customer base.
Communicate with the knowledge writer team if inaccuracies are found.
Communicate with the knowledge writer team for opportunities pertaining to new material not currently documented.
Stay current with product development, industry trends, and best practices for product support.
Participate in ongoing training to maintain high levels of product knowledge and support skills.
Provide material in team meetings to assist others with product knowledge and current issues with resolution guidance.
Work closely with customer support to communicate customer feedback and technical issues.
Provide input on product improvements based on customer feedback and trends.