Customer Support Engineer

Customer Support Engineer

The Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the lifecycle.

The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience from quote to after-sale support.

Position Responsibilities:

·         Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.

·         Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.

·         Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.

·         Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.

·         Prepare accurate product and service quotes, including pricing, options, and technical configurations.

·         Support the sales team with technical insight to ensure product specifications meet customer requirements.

·         Collaborate with design and production teams to confirm feasibility, costs, and lead times.

·         Enter product and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.

·         Design and model custom or replacement parts for service sales orders using CAD software.

·         Develop and release service drawings, component details, and modification packages for production or field use.

Requirements

·        Bachelor’s Degree in Mechanical Engineering or a related technical field (required).

·        3+ years of experience in a customer-facing engineering, field service, or technical support role—preferably in heavy equipment, industrial manufacturing industries or trailer manufacturing.

·        Strong understanding of mechanical systems, hydraulics, and materials.

·        Experience with CAD/design software and basic drafting/modification work.

·        Excellent written, verbal, and interpersonal communication skills.

·        Proficiency with Microsoft Office Suite and ERP/order management tools.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development