Dealer Support Engineer

Job Title:

Dealer Support Engineer

Job Description

The Dealer Support Engineer serves as a front-line technical resource, providing remote troubleshooting support to dealers and field technicians across a wide range of heavy equipment products. This role acts as a primary escalation point when field technicians cannot resolve equipment issues on site, using engineering tools, schematics, and diagnostic systems to identify root causes and guide effective repairs. The position is fully dealer-facing, requires strong mechanical aptitude and systems-level understanding of machinery, and focuses on delivering clear, structured technical guidance in high-pressure situations where equipment downtime directly impacts customers.

Responsibilities

+ Serve as the primary point of contact for dealer service requests, supporting equipment issues across a broad product portfolio.

+ Analyze and troubleshoot machine failures remotely using engineering systems, schematics, and diagnostic tools rather than hands-on work.

+ Work within a Microsoft-based workflow system to manage incoming requests, document findings, and track issue resolution through completion.

+ Collaborate with approximately 70 internal product groups to identify root causes of failures and determine appropriate next steps.

+ Interpret how machine systems such as engines, drive trains, hydraulics, transmissions, brakes, and axles interact in order to diagnose complex failures.

+ Communicate directly with dealers and field technicians, often in high-pressure situations where equipment downtime affects customer operations.

+ Provide structured, step-by-step technical guidance to support field repairs and ensure timely resolution of equipment issues.

+ Leverage prior hands-on mechanical or field experience to understand likely failure modes and recommend practical repair strategies.

+ Contribute to a global support operation by sharing knowledge, documenting best practices, and escalating issues appropriately when needed.

+ Participate in training and continuous learning to stay current on product changes, diagnostic tools, and emerging machine technologies.

Essential Skills

+ Strong mechanical aptitude with a solid understanding of heavy equipment or comparable mechanical systems.

+ Comprehensive understanding of machine systems and components, including engines, transmissions, brakes, axles, drive trains, and hydraulics, and how they interact at a systems level.

+ Ability to read and interpret schematics, technical prints, and engineering data to support remote diagnostics.

+ Hands-on experience working directly on equipment, including repair, maintenance, rebuilds, and diagnostics, ideally as a mechanic, technician, or field service professional.

+ Demonstrated experience independently maintaining and repairing complex machinery such as farming equipment, diesel engines, or heavy equipment.

+ Strong communication skills with the ability to interact professionally with dealers and technicians and to de-escalate challenging situations.

+ Proven problem-solving ability, particularly in troubleshooting complex system-level failures without physical access to the machine.

+ Ability to work collaboratively across multiple internal teams and product groups in a structured, process-driven environment.

+ Comfort working in a fully remote-diagnostics role, troubleshooting and resolving issues without physically touching the machines.

+ Mechanical aptitude sufficient to think through problems at a full system level rather than focusing solely on individual components.

Additional

Skills & Qualifications

+ Familiarity with heavy equipment products or similar complex machinery.

+ Exposure to machine-related technologies such as telematics systems (e.g., Product Link) and grade control systems.

+ Experience using Microsoft-based workflow or ticketing systems to manage and track technical support requests.

+ Associate's degree in a mechanical, technical, or related field is beneficial but not required.

+ Relevant technical certifications in mechanics, diesel technology, or equipment maintenance are a plus.

+ Extensive hands-on experience as a mechanic, technician, or field service…