Product Support Representative

Job Overview

Provide technical support for forestry and off-road equipment in a remote role covering multiple US states, involving on-site troubleshooting, analysis, collaboration, and customer support to ensure minimal downtime and smooth operations.

Responsibilities

• Provide on-site technical support to dealers and technicians, troubleshooting and resolving complex issues to minimize machine downtime.
• Conduct in-depth root cause analysis of equipment failures, identifying trends and implementing corrective actions.
• Collaborate with dealers, service managers, service team, engineering, and internal management.
• Support new machine deliveries and ensure smooth customer onboarding.
• Gather and analyze customer feedback to identify areas for product improvement.
• Participate in industry events and represent the company at trade shows.
• Prepare technical reports and maintain accurate documentation.

Qualifications

• Advanced technical expertise in hydraulics, electrical, mechanical, and diesel systems.
• Strong troubleshooting and problem-solving skills with a focus on efficiency.
• Proficient in reading and interpreting drawings, specifications, and technical documentation.
• Post-secondary education in a relevant field (e.g., mechanical engineering, diesel technology, heavy equipment technical certification) or equivalent experience.
• Excellent communication and interpersonal skills with the ability to build strong relationships.
• Highly organized and self-motivated with the ability to work independently and manage multiple projects.
• Adaptable and resourceful in a fast-paced environment.
• Extensive travel within the assigned region and occasional travel to Canada required.
• Passionate about the forestry industry.