Senior Technical Support Specialist

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 project locations.
• Analyze product performance to identify problems, make recommendations to improve and enhance products, and 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 and maintain information databases, as required.
• Work with the Training & Documentation group to write technical documentation on products to include service bulletins, installation instructions, and service manuals.
• Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
• Act as a resource for others, as needed.
• Keep abreast of industry standards and emerging technology.
• Other duties as assigned.

• 5+ years of field service or technical support experience working with heavy-duty equipment.
• Ability to travel 40% of the time, (occasionally to Canada).
• Frequently work off-shift hours to support manufacturers’ schedules while 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 ability, and project coordination.
• Demonstrated ability to work cross-functionally.