Technical Service Representative

Primary Purpose

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.

Essential Functions and 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.

Qualifications :

Qualifications

The requirements listed below are representative of the knowledge skills and abilities necessary to successfully perform the essential functions of this position.

Education and Experience

• High school diploma or equivalent required.
• Associate degree in Automotive Technology Diesel Technology Industrial Maintenance Electrical Technology or a related technical field preferred.
• Three to five years of experience in technical service equipment repair field service or customer support.
• Experience supporting mobile equipment construction equipment aerial work platforms forklifts telehandlers or similar industrial equipment preferred.
• 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.

Preferred Qualifications

• 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.

Certifications and Licenses

• Valid drivers license with an acceptable driving record meeting Company insurance requirement.
• Ability to operate company vehicles and customer equipment safely.
• MEWP Operator or Service Certification preferred.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time