Technical Service Representative

Custom Equipment, Inc•Slinger, WI

10d

About The Position

The Technical Service Representative provides technical support to customers, dealers, and internal departments regarding the operation, maintenance, troubleshooting, and repair of AXCS equipment. This position serves as a primary technical resource for product support, warranty administration, production assistance, and service training. The role also develops and delivers customer service training courses while supporting continuous product improvement through field feedback and failure analysis.

Requirements

High school diploma or equivalent required.
Three to five years of experience in technical service, equipment repair, field service, or customer support.
Strong working knowledge of mechanical and electric drive systems, hydraulics, electronic control systems, and the ability to read and interpret electrical and hydraulic schematics, service manuals, and technical drawings.
Excellent verbal and written communication skills with the ability to explain technical concepts to customers of varying experience levels.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Proficient with Microsoft Office and ERP/service management software.
Ability to work independently while maintaining a high level of customer satisfaction.
Ability to present technical information in both classroom and hands-on training environments.
Valid driver's license with an acceptable driving record meeting Company insurance requirement.
Ability to operate company vehicles and customer equipment safely.

Nice To Haves

Associate degree in Automotive Technology, Diesel Technology, Industrial Maintenance, Electrical Technology, or a related technical field preferred.
Experience supporting mobile equipment, construction equipment, aerial work platforms, forklifts, telehandlers, or similar industrial equipment preferred.
Experience troubleshooting and supporting engines and battery-powered material handling equipment and Mobile Elevating Work Platforms (MEWPs).
Working knowledge of ANSI A92 standards and Mobile Elevating Work Platforms (MEWPs).
Previous experience developing or delivering technical training programs.
Experience with warranty administration and root cause failure analysis.
MEWP Operator or Service Certification preferred.

Responsibilities

Respond to customer, dealer, and distributor technical support requests via phone, email, and other communication channels in a timely manner.
Diagnose mechanical, hydraulic, and electrical product concerns by reviewing customer information, photographs, videos, diagnostic data, and technical documentation.
Process service parts orders, quotations, acknowledgments, return authorizations, and related customer requests.
Assist customers in identifying replacement parts and provide technical guidance for equipment repair and maintenance.
Provide technical support to Manufacturing and Quality teams for production-related issues and communicate corrective actions to the Service Manager and Engineering as appropriate.
Assist in the administration and processing of warranty claims, including documentation review, claim validation, and customer communication.
Analyze returned warranty components to determine root cause and provide recommendations for corrective and preventive actions.
Document recurring product issues and communicate trends to Engineering, Quality, and Operations to support continuous product improvement.
Assist in the development and maintenance of service manuals, technical bulletins, troubleshooting guides, and other technical documentation.
Develop and conduct customer, dealer, and internal service training programs, including equipment operation, maintenance, troubleshooting, and repair procedures.
Develop new and or refine existing training courses covering mechanical, hydraulic, and electrical systems on our products for customer use.
Support new product launches by assisting with service documentation, training materials, and field readiness activities.
Travel to customer, dealer, distributor, and company locations as required to provide technical assistance, conduct service training, support product demonstrations, and resolve complex service issues.
Perform other duties as assigned.