Machine Operations Support Specialist
About The Position
The Technology Support Specialist serves as a frontline technical resource supporting customers and dealers with both machine-related and digital technology solutions. This role is responsible for diagnosing and resolving issues through phone, chat, and other remote support channels, while delivering a high-quality customer experience. The ideal candidate possesses strong troubleshooting skills and hands-on experience with heavy equipment systems, including electrical diagnostics, fault code analysis, and machine performance issues. This position requires the ability to interpret technical documentation and wiring schematics, identify root causes, guide customers through resolutions, and appropriately escalate complex issues. Successful candidates combine mechanical aptitude, technical curiosity, and strong communication skills to effectively support customers in a fast-paced environment.
Requirements
- Heavy equipment, construction equipment, or diesel engine troubleshooting
- Electrical and electronic diagnostics
- Reading and interpreting wiring schematics and service manuals
- Root cause analysis and problem-solving
- Fault code diagnostics and troubleshooting
- Telematics and connected equipment technologies
- Remote technical support (phone, chat, email)
- Customer service and conflict resolution
- Technical documentation and case management
- Microsoft Office and support ticketing systems (Salesforce, ServiceNow, etc.)
- Knowledge of hydraulic, electrical, and mechanical systems
- Parts and service support experience
- Ability to multitask in a fast-paced support environment
Nice To Haves
- engineer support
- heavy equipment
- wiring layouts
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.
- 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 & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
