Technical Service Specialist (Auto/Heavy Equipment)

Federal Signal Openings•Elgin, IL

10d•Hybrid

About The Position

This role involves providing technical support for auto and heavy equipment. Responsibilities include answering customer calls and emails, diagnosing and troubleshooting product issues using company databases and collaborating with other departments. The specialist will record call details in a CRM system, conduct follow-up calls, and escalate unresolved issues. A key part of the role is to lead and review CRM information for the inside service team, guiding dealers, customers, and internal staff on warranty coverage, good will adjustments, and policy considerations. The specialist will also provide updated communications on repair statuses, lead diagnostic efforts at dealer locations with manager assistance, and educate personnel on new equipment startups. They will identify and document potential mechanical, electrical, pneumatic, and hydraulic issues, submitting recommendations for review. The role requires learning new products to become a designated Service Specialist, visiting and installing units with dealers and customers, and cross-training dealers and inside service personnel. Participation in a 24-hour rotating support team for after-hours and weekend technical assistance is also required. Additionally, the specialist will provide input on technical data, parts bulletins, and training materials, and maintain accurate CRM records. Travel arrangements and coordination of necessary equipment and parts for field service visits are part of the duties, along with performing other related tasks and special projects as needed.

Requirements

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.
Ability to obtain CDL license required.

Nice To Haves

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.

Responsibilities

Answer inbound customer calls, respond to emails, or respond to request for service to diagnosis and provide troubleshooting assistance to resolve product related issues by utilizing company databases, customer information, and collaboration with other departments.
Record appropriate call details and actions in Customer Relations Management (CRM) system.
Conduct follow-up calls to assigned customers to ensure support action provided resolved related issue and elevate unresolved issues to service management team.
Lead and review CRM information for the inside service team and yourself, provide guidance and answer questions by dealers, customers and inside service in evaluating if product repairs and/or issues are covered under products warranty policy or should be considered for a good will or policy adjustment.
Provide updated communications to dealers and customers concerning status of repairs.
With direction/assistance from Service Manager and/or TSS peer group, lead diagnostic efforts as necessary at dealer locations.
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 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.
As assigned, participate in the 24-hour rotating support team and provide technical assistance or service after-hours and weekends.
Provide input and review of technical data, parts bulletin, technical data sheets and other training related materials and notify customers as appropriate.
Maintain accurate and timely records in CRM system to ensure necessary information is accurately recorded.
Make necessary travel arrangement for field service visits and coordinate necessary equipment and parts needed to successfully complete assigned tasks.
Perform other related duties, assignments or special projects as needed.