Technical Service Associate

Oshkosh•McConnellsburg, PA

11d

About The Position

The Technical Service Associate provides technical assistance and support for customer questions and equipment issues. The role diagnoses and troubleshoots equipment problems, provides detailed product guidance, documents interactions in a CRM system, and follows up to confirm customer satisfaction. The associate supports one model family within the AWP, TMH, or Scissor product families and addresses mechanical, electrical, hydraulic, pneumatic, and software issues using technical documentation and knowledge articles. The role also contributes to knowledge-base quality, shares customer feedback with internal teams, and stays current with product developments and support practices. The work combines office-based administrative duties with occasional activity in field or production environments. Office work may involve extended computer use, sitting, and meetings. Field or floor work may involve walking, standing, lifting up to 50 pounds, climbing stairs, and exposure to varying temperatures or noise levels. Reasonable accommodations are available for qualified individuals with disabilities.

Requirements

High school diploma or GED and at least one year of relevant experience, or an equivalent combination of education and experience demonstrating the ability to perform the essential functions.
Strong technical troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency with CRM software and technical support tools.
Ability to explain complex technical information clearly and concisely.
Strong organizational skills and attention to detail.
Proficiency in data analysis and knowledge management systems.

Responsibilities

Provide technical assistance and support for incoming equipment-related queries and issues.
Diagnose and troubleshoot complex equipment problems and work toward timely, effective resolution.
Document customer interactions and technical issues in the customer relationship management (CRM) system.
Support one model family within the AWP, TMH, or Scissor model families.
Conduct diagnostics and problem solving for mechanical, electrical, hydraulic, pneumatic, and software issues.
Use technical documentation and resources to provide accurate solutions and guidance.
Escalate unresolved issues to internal teams or management for guidance.
Follow up with customers to ensure issues are fully resolved to their satisfaction.
Use current knowledge articles to resolve customer issues and communicate their use to customers.
Report inaccuracies in knowledge articles and opportunities for new material to the knowledge writer or technical teams.
Stay current with product development, industry trends, and product-support best practices.
Participate in ongoing training to maintain product knowledge and support skills.
Work with customer support to communicate customer feedback and technical issues.
Provide input on product improvements based on customer feedback and trends.
Respond promptly and professionally to customer inquiries by phone, email, and chat.