Payrate: $57.00- $58.00/hr.
Position Contribution to Work Group:
In this role, you will provide support services by investigating, troubleshooting, and diagnosing application and technical issues.
You will work toward restoring services through corrective actions and long-term solutions, covering both software and onboard hardware for a global base of Construction Industry customers and dealers.
Responsibilities:
- Support New Product Introduction (NPI) projects and deliverables
- Coordinate and complete Field Follow objectives for NPI programs
- Troubleshoot and resolve customer and dealer issues using standard support processes
- Perform root cause analysis and provide Incident Corrective Actions (ICA)
- Manage and resolve incident cases within SLA timelines
- Escalate critical issues to leadership when needed
- Process CPI/CER tickets and track product defect resolutions
- Communicate regularly with dealers on issue status and troubleshooting
- Provide product improvement recommendations and enhancements
- Act as liaison between product development, implementation teams, and support teams
- Advocate for customers and dealers to resolve technical issues effectively
Education & Experience:- 5–7 years of relevant experience
- Bachelor’s degree in Mechanical or Electrical Engineering (preferred) OR Associate degree with 8–10 years of experience in system troubleshooting OR Master’s degree with 3–5 years of relevant experience
Top Skills:- Strong problem-solving ability
- Quick learner
- Excellent written and verbal communication
Technical Skills (Preferred):- Microsoft Office applications
- Construction equipment technology solutions
- Jobsite networking infrastructure
- Automotive/mobile equipment telematics
- Azure DevOps
Soft Skills:- Strong analytical and problem-solving mindset
- Excellent communication skills
- Ability to build and maintain strong working relationships across teams
Pay Transparency: The typical base pay for this role across the U.S. is: $57.00- $58.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.
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