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The Technical Support Specialist plays a vital role in supporting customers, dealers, and service partners by delivering efficient technical assistance, managing parts distribution, and ensuring high-quality after-sales service. This position focuses on handling technical inquiries, processing parts orders, and maintaining strong relationships with key stakeholders to drive customer satisfaction and operational effectiveness. Key ResponsibilitiesCustomer & Dealer Support
Serve as the primary contact for service-related technical support and parts inquiries from customers and dealers.
Provide expert troubleshooting and technical guidance to dealers, service centers, and end-users.
Accurately process parts orders, returns, and warranty claims in a timely manner.
Coordinate with internal teams to ensure swift resolution of technical issues.
Workshop & Internal Support
Assist with procurement, inventory management, and distribution of spare parts.
Monitor stock levels to ensure parts availability and support operational planning.
Contribute to the development and maintenance of technical documentation and parts catalogs.
Technical & Aftermarket Support
Support field technicians and customers with installation, repair, and maintenance procedures.
Track and document recurring issues to identify trends and recommend product improvements.
Create and deliver training content for dealers and customers on product care and servicing.
Liaise with engineering and product teams to communicate field feedback and technical concerns.
Administrative & Reporting
Maintain detailed records of support cases, customer interactions, and service activities.
Ensure adherence to company policies, safety guidelines, and service protocols.
Qualifications & Experience
Education: High school diploma or equivalent required;technical certification or associate degree preferred.
Experience: Minimum 4 years in a technical support, service, or parts coordination role, preferably in construction, heavy equipment, or machinery sectors.
Technical Knowledge: Understanding of hydraulic and electrical systems, mechanical components, and construction equipment.
Skills
Strong diagnostic and problem-solving abilities.
Excellent communication and customer service skills.
Ability to work both independently and collaboratively.
Proficiency in Microsoft Office and ERP systems for inventory and order management.
Preferred Qualifications
Hands-on experience with excavators, hydraulic systems, or similar heavy equipment.
Familiarity with CRM or service management software.
Bilingual in English and Spanish or French is an asset.
Compensation This is a full-time position offering a competitive salary aligned with industry standards. Compensation is commensurate with experience and technical expertise.
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