Technical Service Associate
About The Position
The Technical Service Associate provides technical assistance and product support for JLG equipment to customers worldwide. The role diagnoses and resolves equipment issues, documents customer interactions, uses technical resources and knowledge articles, and collaborates with internal teams to support customer satisfaction and product efficiency. The associate supports one model family within the AWP, TMH, or Scissor model families and responds to customer inquiries by phone, email, and chat. The role combines office-based administrative work with activity in field or production environments. Office tasks may include extended computer use, sitting, and meetings. Field or floor work may involve walking across varied terrain or shop floors, standing, moderate lifting up to 50 pounds, climbing stairs, and exposure to changing temperatures or noise. 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 role's essential functions.
- Strong technical troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Proficiency in 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.
- Ability to perform office-based work and occasional field or production-environment tasks, including moderate lifting up to 50 pounds, climbing stairs, and exposure to varying temperatures or noise levels.
Responsibilities
- Provide technical assistance for incoming equipment-related queries and issues.
- Diagnose and troubleshoot complex equipment problems and resolve them in a timely and effective manner.
- 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 on equipment.
- 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 confirm issues are resolved to their satisfaction.
- Use current knowledge articles to resolve customer issues and communicate their use to customers.
- Report inaccuracies in knowledge articles to knowledge writers or technical teams.
- Work with the knowledge writer team to identify opportunities for new documentation.
- Stay current with product development, industry trends, and product-support best practices.
- Participate in ongoing training to maintain product knowledge and support skills.
- Collaborate 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
