Technical Support Specialist

Oliver Travel Trailers is adding a Technical Support Specialist to its onsite team in Hohenwald, Tennessee. This role provides first-line technical assistance to customers via phone and email, focusing on camper-related issues and guiding users to resolution through a dedicated service ticketing system. Comprehensive product training and ongoing support are part of the position, helping you grow with a hands-on, customer-focused environment.

Responsibilities

• Answer customer inquiries promptly and professionally by phone and email, serving dealers, individual owners, and service facilities.
• Utilize the company’s service ticketing system to track, prioritize, and document all support requests.
• Troubleshoot and resolve technical issues, escalating complex cases as needed.
• Assist with camper component parts, operations, electrical, plumbing, and overall travel trailer functionality.
• Provide accurate information, instructions, or solutions related to products and services, including yearly maintenance and how-to tasks such as changing tanks or breakers.
• Collaborate with the Quality Manager and teammates to improve support processes and documentation.
• Maintain a solid understanding of products, services, and support protocols, including warranty coverage and model year changes.
• Follow up with customers to ensure satisfactory issue resolution and high satisfaction Levels.
• Coordinate with the materials team to secure and ship parts as needed.
• Perform additional duties as assigned by supervision.

Requirements

• High school diploma or equivalent; technical certification or an associate degree is a plus.
• Previous experience in technical support or a customer service role.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced, customer-oriented environment.
• Proficiency with email and standard software programs.
• Strong organizational and time management abilities.
• Ability to work independently and as part of a team, with solid problem-solving skills.

Technologies

• Service ticketing system
• Windows

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Environment & Hours

• Full-time, in-office and on the shop floor as necessary to resolve or investigate customer concerns.
• Standard hours: Monday – Thursday, 7:00 AM – 4:30 PM; Friday 7:00 AM – 11:00 AM, with overtime as required.

License / Certification

• Driver's License (Required)

Ability to Commute

• Hohenwald, TN 38462 (Required)

Ability to Relocate

• Relocate to Hohenwald, TN 38462 prior to starting (Required)

Work Location

In person