Technical Service Specialist

Technical Service Specialist page is loaded## Technical Service Specialist locations:
Oshkosh, Wisconsin, United Statestime type:
Full time posted on:
Posted Yesterday job requisition :
R44242
** About Oshkosh Defense, an Oshkosh company
**** Oshkosh Defense stands behind those who dedicate their lives to protecting others.  As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems.  We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions.
** The experienced and highly skilled Technical Service/Support Specialist will deliver cutting-edge equipment solutions that drive efficiency and productivity for our clients worldwide. The ideal candidate will possess exceptional technical troubleshooting abilities, strong communication skills, and a passion for providing top-tier support to our customers. This role involves diagnosing and resolving technical issues, providing detailed product support, managing knowledge bases, and collaborating with cross-functional teams to ensure customer satisfaction and product efficiency.

** YOUR IMPACT
*** These duties are not meant to be all-inclusive, and other duties may be assigned:
** Provide technical assistance and support for incoming queries and issues related to equipment.
* Diagnose and troubleshoot complex equipment problems, ensuring timely and effective resolution.
* Document all customer interactions and technical issues in the customer relationship management (CRM) system.
* Support two model families (AWP, TMH or Scissor) model families
* Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic and software issues on equipment.
* Utilize technical documentation and resources to provide accurate solutions and guidance.
* Escalate unresolved issues to internal teams and/or management for guidance.
* Follow up with customers to ensure issues are fully resolved to the customers’ satisfaction.
* Support internal team members with troubleshooting tips in the chat group environment.
* Share product content, documents or other troubleshooting content with the team.
* Utilize current knowledge articles for resolving customer issues.
* Communicate knowledge article usage to the customer base.
* Communicate with the knowledge writer team if inaccuracies are found.
* Communicate with the knowledge writer team for opportunities pertaining to new material not currently documented.
* Stay current with product development, industry trends, and best practices for product support.
* Participate in ongoing training to maintain high levels of product knowledge and support skills.
* Provide material in team meetings to assist others with product knowledge and current issues with resolution guidance.
* Work closely with customer support to communicate customer feedback and technical issues.
* Provide input on product improvements based on customer feedback and trends.
* Respond promptly and professionally to customer inquiries via phone, email, and chat.
** MINIMUM QUALIFICATIONS**
* ** High School Diploma or GED
** and
** three (3)
** or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role*.
*** STANDOUT QUALIFICATIONS*** [Strong technical troubleshooting and problem-solving skills.
* Excellent verbal and written communication skills.
* Proficiency in using CRM software and technical support tools.
* Ability to explain complex technical information clearly and concisely.
* Strong organizational skills and attention to detail.
* Proficiency in data analysis and knowledge management systems.
* Bachelor’s degree in Engineering, Specialized Technology, or a related technical field.
* Customer-focused with a commitment to providing exceptional service.
* Ability to work independently and as part of a team.
* Adaptable and able to thrive in a fast-paced, dynamic environment.
* Strong interpersonal and communication skills.
* Experience with diagnostic tools and software related…