Technical Customer Service
About The Position
The Technical Customer Service Representative reports to the Customer Support Supervisor and serves as a primary technical resource for dealers, customers, and internal team members. This role provides advanced troubleshooting, diagnostic support, and product expertise related to Diamond Mowers equipment, hydraulic systems, electrical systems, and machine controls. The ideal candidate possesses strong mechanical aptitude, analytical problem-solving skills, and hands-on experience with equipment repair, diagnostics, and technical support. The candidate will troubleshoot via phone and email. This position requires a high degree of ownership, urgency, and customer focus while supporting customers through complex operational, mechanical, hydraulic, and electrical issues both remotely and occasionally in the field.
Requirements
- Associate degree in Diesel Technology, Agricultural Equipment Technology, Automotive Technology, Industrial Maintenance, Mechanical Technology, or related technical field preferred.
- 3+ years of experience troubleshooting and repairing heavy equipment, agricultural equipment, construction equipment, hydraulic systems, diesel equipment, or industrial machinery.
- Strong working knowledge of: Hydraulic systems and components, Electrical and electronic systems, Diesel-powered equipment, Mechanical drive systems, CAN bus communication systems, Diagnostic software and tools, Technical schematics and wiring diagrams
- Experience interpreting engineering drawings, service manuals, and technical documentation.
- Proficiency with Microsoft Office, CRM systems, and service management software.
- Excellent analytical, diagnostic, and root cause problem-solving skills.
- Ability to communicate technical information clearly to customers, dealers, and internal teams over the phone.
- Strong commitment to safety, quality, and customer satisfaction.
Responsibilities
- Serve as the primary technical support contact for customer and dealer inquiries related to machine operation, diagnostics, troubleshooting, maintenance, and repair.
- Diagnose hydraulic, electrical, mechanical, and electronic system issues through phone, email, and video.
- Interpret schematics, wiring diagrams, hydraulic circuit drawings, service manuals, and engineering documentation to identify root causes and recommend corrective actions.
- Troubleshoot machine control systems, sensors, joysticks, CAN bus communications, and electronic components.
- Determine required service procedures, replacement components, and corrective actions to restore equipment performance.
- Assist dealers and customers with machine setup, calibration, software updates, and product commissioning.
- Document all service calls, warranty claims, technical findings, corrective actions, and customer communications accurately within company systems.
- Support warranty claim review and disposition by validating failure modes, repair procedures, and warranty eligibility.
- Collaborate with Engineering, Manufacturing, Quality, and Product Development teams to resolve product issues and improve reliability.
- Review and maintain technical documentation including operator manuals, service manuals, parts catalogs, bill of materials, maintenance procedures, and technical bulletins.
- Identify recurring product concerns and communicate improvement opportunities to Engineering and Quality teams.
- The ability to communicate via email and phone.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
