LOAD KING PRODUCT SUBJECT MATTER EXPERT

Custom Truck One Source•Kansas City, MO

6h•Hybrid

About The Position

This role serves as a technical expert supporting field service operations, customers, sales, and engineering. The Subject Matter Expert (SME) provides advanced troubleshooting support, ensures successful field repairs, delivers customer training, and acts as a critical link between customers and internal teams. This position requires deep product knowledge, strong diagnostic capability, and the ability to resolve complex technical issues in real-world environments while supporting continuous product improvement through voice-of-customer feedback.

Requirements

Associates degree Diesel Technology, or related field (or equivalent hands-on experience).
10+ years of experience in heavy equipment, cranes, utility trucks, or similar industries.
Deep understanding of hydraulic, electrical, and mechanical systems.
Strong diagnostic and troubleshooting skills in complex, real-world conditions.
Ability to read and interpret schematics, wiring diagrams, and technical manuals.
Excellent communication skills, with the ability to explain technical concepts to technicians and customers.
Strong customer-facing skills and professionalism in high-pressure situations.
Ability to work independently and make sound technical decisions in the field.
Willingness and ability to travel frequently (estimated 40–60%).

Responsibilities

Provide advanced technical troubleshooting support to field service technicians via phone and remote communication.
Travel to customer job sites to assist technicians in diagnosing and repairing complex equipment issues when standard service efforts are unsuccessful.
Perform customer in-service training for newly delivered equipment, particularly for new or high-profile customers.
Support sales teams by participating in on-site machine demonstrations and providing technical expertise during customer engagements.
Act as the voice of the customer (VOC) by collecting, documenting, and communicating field feedback to engineering to guide product improvements.
Assist warehouse and parts personnel in identifying and supplying correct components required for field repairs.
Partner with warranty teams to evaluate field failures and determine root cause, including distinguishing between warrantable issues and customer-induced damage or maintenance deficiencies.
Support warranty in establishing appropriate labor hours for field repairs.
Document field issues, resolutions, and lessons learned to improve service processes and technical knowledge base.
Maintain strong working relationships with customers, ensuring a high level of service satisfaction and professionalism.
Assist with the creation and update of technical publications.