Technical Service Specialist - Aerials, Scissors lifts, and Telehandlers

Technical Service/Support Specialist

JLG, an Oshkosh company, began in 1969 with a mission to resolve safety concerns in the construction industry. We deliver innovative solutions to the access market, partnering with customers to provide quality equipment, training opportunities, and trusted support. Our products, including mobile elevating work platforms, telehandlers, utility vehicles, and accessories, are found worldwide.

The Technical Service/Support Specialist will deliver cutting-edge equipment solutions that drive efficiency and productivity for our clients globally. 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 includes:

• Providing technical assistance and support for incoming queries and issues related to equipment.
• Diagnosing and troubleshooting complex equipment problems, ensuring timely and effective resolution.
• Documenting all customer interactions and technical issues in the customer relationship management (CRM) system.
• Supporting two model families (AWP, TMH or Scissor) model families.
• Conducting detailed diagnostics and problem solving for mechanical, electrical, hydraulic, and software issues on equipment.
• Utilizing technical documentation and resources to provide accurate solutions and guidance.
• Escalating unresolved issues to internal teams and/or management for guidance.
• Following up with customers to ensure issues are fully resolved to the customers' satisfaction.
• Supporting internal team members with troubleshooting tips in the chat group environment.
• Sharing product content, documents, or other troubleshooting content with the team.
• Utilizing current knowledge articles for resolving customer issues.
• Communicating knowledge article usage to the customer base.
• Communicating with the knowledge writer team if inaccuracies are found.
• Communicating with the knowledge writer team for opportunities pertaining to new material not currently documented.
• Staying current with product development, industry trends, and best practices for product support.
• Participating in ongoing training to maintain high levels of product knowledge and support skills.
• Providing material in team meetings to assist others with product knowledge and current issues with resolution guidance.
• Working closely with customer support to communicate customer feedback and technical issues.
• Providing input on product improvements based on customer feedback and trends.
• Responding promptly and professionally to customer inquiries via phone, email, and chat.

Minimum qualifications include:

• 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 include:

• 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 to troubleshooting equipment.
• Knowledge of mechanical, electrical, and software systems used in equipment manufacturing.
• Ability to travel domestically as needed.
• Commitment to continuous learning and professional development.

Working conditions include:

• This role combines office-based administrative duties with physical activity in field or…