Technical Support Specialist

This onsite Technical Support Specialist role supports Combilift's USA Service Team from Greensboro, NC, delivering aftersales and technical support to the North American dealer network.

Responsibilities

• Provide post-sales assistance and technical guidance to Combilift's expanding North American dealer network.
• Troubleshoot and resolve intricate product issues via phone, email, or remote software access.
• Ensure timely issue resolution and escalate when needed to expedite equipment repairs.
• Collaborate with Engineering, Parts, Aftersales, and Customer Service teams to coordinate comprehensive solutions.
• Support field technicians, dealerships, or service partners with advanced diagnostics and repair procedures.
• Deliver high quality customer interactions and service excellence with dealers and customers.
• Foster positive relationships with customers and dealers across the region.
• Travel as required to provide on-site support and additional customer assistance.
• Document detailed reports describing the support provided and any outstanding follow-up actions.
• Identify recurring defects or trends and communicate findings to Engineering or Product Development teams.
• Source, order, and track replacement spare parts using internal support systems and parts manuals.
• Read and interpret mechanical schematics, electrical diagrams, and parts illustrations.
• Maintain a professional appearance and a proactive, can-do attitude.
• Apply strong problem-solving skills with meticulous attention to detail.
• Convey solutions and required field actions to customers across North America via technical bulletins, product updates, email, and phone.
• Maintain comprehensive logs of all customer inquiries and requests in the company case management system.
• Coordinate with Production and Engineering to ensure accurate information is provided to customers.

Requirements

• Onsite role based in Greensboro, NC with the ability to travel as needed.
• Read and interpret mechanical schematics, electrical diagrams, and parts illustrations.
• Strong problem-solving capabilities with high attention to detail.
• Excellent communication skills to convey solutions and field actions to customers across North America via bulletins, updates, email, and phone.
• Ability to maintain detailed call and email logs in the case management system.
• Proficiency in identifying, ordering, and tracking replacement spare parts using internal systems and parts manuals.
• Ability to work collaboratively with Production and Engineering to ensure accurate customer information.
• Professional appearance and a proactive, can-do attitude.
• Willingness to assist field technicians or service partners with advanced diagnostic steps and repair procedures.