Technical Service Specialist (Auto/Heavy Equipment)

Jetstream of Houston•Elgin, IL

10d•$60,841 - $104,300•Hybrid

About The Position

This role involves providing technical assistance and troubleshooting for automotive and heavy equipment products. The specialist will handle inbound customer inquiries via phone and email, diagnose and resolve product-related issues using company resources, and maintain detailed records in the CRM system. Responsibilities include conducting follow-up calls, guiding the service team on warranty policies, communicating repair statuses, leading diagnostic efforts at dealer locations, educating customers on new equipment, identifying and documenting potential mechanical issues, and becoming a specialist for designated products. The role also includes participating in a rotating 24-hour support team, reviewing technical materials, making travel arrangements for field service, and performing other related duties.

Requirements

Associates degree in Automotive repair preferred, bachelor’s degree a plus.
ASE Master Truck Technician preferred.
5 years’ experience in vehicle/equipment service and repair with a combination of mechanical, electrical, controls and hydraulics ideal.
CDL license preferred; Ability to obtain CDL license required.
Combination of education and field experience will be considered.
At least three (3) years diagnosis and repair experience in three (3) or more of the following systems: Mechanical, Electrical, Pneumatic, Hydraulic and Hydrostatic is required.
Ability to read and interpret schematics and mechanical drawings.
Demonstrated strong verbal and written communication skills.
Ability to operate a variety of hand tools to assist in the repair process.
Ability to travel up to 20% of the time.
Proficiency in MS Office products (Outlook, Word, Excel, PowerPoint, etc.) and video photography.

Nice To Haves

Associates degree in Automotive repair
Bachelor’s degree
ASE Master Truck Technician
CDL license

Responsibilities

Answer inbound customer calls, respond to emails, and handle service requests to diagnose and troubleshoot product issues.
Utilize company databases, customer information, and collaborate with other departments to resolve product issues.
Record appropriate call details and actions in the Customer Relations Management (CRM) system.
Conduct follow-up calls to customers to ensure support actions resolved issues and escalate unresolved issues.
Lead and review CRM information for the inside service team and self, providing guidance on warranty coverage, goodwill, or policy adjustments.
Provide updated communications to dealers and customers regarding repair status.
Lead diagnostic efforts at dealer locations with direction from Service Manager and/or TSS peer group.
Educate customer and dealer personnel on new equipment startups.
Identify potential mechanical, electrical, pneumatic, and/or hydraulic issues with existing equipment.
Document recommended changes and submit them to service manager and product service specialist for review.
Learn new products/vehicles and become the Service Specialist for designated products.
Visit and install units with dealers and customers.
Cross-train dealers and inside service personnel.
Participate in the 24-hour rotating support team, providing technical assistance or service after-hours and weekends.
Provide input and review of technical data, parts bulletins, technical data sheets, and other training materials.
Notify customers as appropriate regarding technical information.
Maintain accurate and timely records in the CRM system.
Make necessary travel arrangements for field service visits.
Coordinate necessary equipment and parts for assigned tasks.
Perform other related duties, assignments, or special projects as needed.