Provide remote and on‑site technical support to dealer service teams throughout the East Coast territory, managing technical cases from assessment to resolution and coordinating warranty and field issue support.
Base Salary: 115,000 - 130,000 annually, depending on experience
Annual Bonus Opportunity: 15%, based on established KPI criteria
- Provide remote and on‑site technical support to dealer service teams throughout the assigned territory
- Gather information about equipment symptoms, operating conditions, and previous repair attempts to establish clear diagnostic plans and next steps
- Prioritize machine‑down cases and escalate unresolved cases to the VP of Aftermarket within the established two‑hour escalation standard
- Diagnose diesel engine, powertrain, hydraulic, electrical, electronic, and CAN network issues using approved service information, schematics, diagnostic tools, and safety procedures
- Maintain ownership of assigned cases through resolution, coordinating follow‑up actions and confirming closure with the dealer
- Nice to have: experience supporting a heavy equipment dealer network
- Nice to have: experience with warranty administration
- Nice to have: experience with failure analysis
- Nice to have: experience with field service reporting
- Nice to have: experience coaching technicians
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