Product Support Technician

LeeBoy Inc • Maiden, NC

8d • Onsite

About The Position

The Rapid Response Technician plays a critical role in delivering exceptional technical support to dealers and customers across our network. Based in our Lincolnton manufacturing facility, this hands-on position focuses on troubleshooting, equipment support, training, and field service to ensure optimal product performance and customer satisfaction. This role requires a strong technical background, a customer-first mindset, and the ability to respond quickly in dynamic environments. This position is primarily onsite at our Lincolnton, NC facility, with approximately 25% travel to dealerships, customer locations, and worksites to diagnose and resolve equipment-related issues.

Requirements

• 3–5 years of experience in technical support, service, or field operations within heavy equipment, construction, paving, or a related industry
• Demonstrated experience delivering technical training to groups (dealer technicians, customers, or internal teams)
• Strong mechanical and technical aptitude
• Proficiency with computer systems and applications (Microsoft Office, Windows environments, and general internet tools)
• Proven ability to build strong relationships with customer and stakeholders
• Must be able to work onsite at our Lincolnton, NC manufacturing facility
• Willingness to travel (up to 25% or more based on business needs), including occasional overnight travel
• Flexible and adaptable, with a commitment to seeing tasks through to completion

Nice To Haves

• certifications or technical degrees are a plus
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly

Responsibilities

• Serve as a primary technical resource for dealers, providing expert troubleshooting and resolving equipment issues in a timely manner
• Track, escalate, and follow up on unresolved technical concerns to ensure full resolution and customer satisfaction
• Document and report field issues related to quality, reliability, durability, and safety using established systems and processes
• Install, commission, and support new or modified equipment at customer locations to ensure proper operation and performance
• Partner with Engineering and cross-functional teams to diagnose issues, drive root-cause analysis, and minimize equipment downtime
• Deliver technical training programs (“service schools”) for distributors, dealer technicians, and customers
• Educate end users on proper and safe equipment operation
• Respond promptly to service requests, prioritizing customer needs and maintaining a high level of responsiveness and professionalism

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed