Sr. Technical Support Specialist HD Automotive Equipment

Disclaimer: This is not an IT role

Pay Range for the Market: $28-33/hr

Travel: 40%

Provide technical support for the most complex Snap-on products to internal and external customers including troubleshooting documentation and training for the assigned product line. Will take the lead as new products are developed and rolled out.

• Provide technical support maintenance troubleshooting and repair services for heavy-duty equipment including mechanical electrical and hydraulic systems to ensure safe and reliable operation.

• This role requires regular travel to job sites and may involve overnight stays and extended work hours depending on operational needs customer schedules and projectlocations.

• Analyzeproduct performance toidentifyproblems make recommendations to improve and enhance productsand work with internal and external sources to resolve problems.

• Support new product implementation by collaborating with Engineering and field teams during product development and updates to provide recommendations and resolve issues.

• Document incoming calls.Develop andmaintaininformation databasesas.

• Work with the Training & Documentation group to write technical documentation on productsto includeservice bulletins installation instructionsand service manuals.

• Work with the Training & Documentation group to develop coordinate and conduct training programs for field personnel.

• Act as a resource for othersas needed.

• Keep abreast of industry standards and emerging technology.

• Other duties as assigned.

• 5years of field service or technical support experience working with heavy-duty equipment.

• Ability to travel40% of the time(occasionally to Canada).

• Frequently work off-shift hours to supportmanufacturersscheduleswhile traveling.

• Demonstrated knowledge of a broad range of products across multiple product lines.

• Ability to read electrical schematics and pneumatic diagrams.

• Ability to troubleshoot a variety of PC problems.

• Excellent communication skills both verbal and written including technical writing skills.

• Presentation skills with prior training experience preferred

• Demonstrated organizational skills leadership abilityandproject coordination.

• Demonstrated ability to work cross-functionally.

COMPETENCIES

• Safety

• Customer focus

• Communication

• Consistency

• Attention to detail

CHARACTERISTICS

• Demonstrate Integrity

• Tell the Truth

• Respect the Individual

• Promote Teamwork

• Listen