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Racine Railroad Products

<div><div><div><div><div><p><b>Job Summary:</b><br>
<b> </b>Conveniently located in Mount Pleasant, Racine Railroad Products is a Wisconsin family-owned business, proud to provide innovative equipment and tools to the most prominent rail customers in the world. Our Maintenance-of-Way equipment is designed to ensure our customers receive the benefit of improved safety, performance, and reliability.</p><p></p><p><br>
The Product Support &amp; Fleet Connectivity Specialist is a hybrid technical support and customer operations role responsible for supporting customers, field technicians, and connected equipment throughout the product lifecycle. This position combines traditional product support responsibilities &mdash; including troubleshooting assistance, parts identification, warranty coordination, service documentation, and customer communication, customer service coordination, and service operations support &mdash; with the growing need for remote equipment monitoring, telematics support, and connected fleet management.</p><p></p><p><br>
This role serves as a centralized office-based resource that helps customers maximize uptime while supporting RRP&rsquo;s long-term strategy around connected equipment and remote diagnostics. The position will play a key role in helping RRP transition from reactive service support toward proactive fleet visibility and remote product management.</p><p></p><p><br>
The ideal candidate combines strong mechanical and technical troubleshooting ability with excellent communication skills, customer support instincts, and comfort working with telematics platforms, remote support tools, and evolving connected technologies.</p></div></div><div><p><b><br>
Essential Duties:</b></p></div><div><p><br>
40%</p><div><p><b><br>
Technical Support, Parts Support &amp; Troubleshooting:</b></p><div><ul><li>
Serve as the primary office-based technical support resource for customers and field service personnel.</li><li>
Support troubleshooting of mechanical, electrical, hydraulic, and control system issues.</li><li>
Assist customers and technicians with diagnostics, repair recommendations, and issue resolution.</li><li>
Provide parts identification and lookup support using engineering drawings, bills of material, service manuals, and ERP systems.</li><li>
Coordinate warranty claim processing, documentation, and communication with internal teams and customers.</li><li>
Document technical findings, corrective actions, warranty details, and service recommendations within service management systems.</li><li>
Support field technicians during commissioning, startup, and urgent service situations.</li><li>
Coordinate escalation of complex technical issues to Engineering, Product Support, or Service Leadership.</li><li>
Assist with root cause investigations and recurring issue tracking.</li></ul></div></div></div><div><p><br>
20%</p><div><p><b><br>
Remote Support, Telematics &amp; Fleet Connectivity:</b></p><div><ul><li>
Monitor and manage the connectivity status of customer equipment fleets.</li><li>
Serve as a primary support resource for remote diagnostics, telematics systems, and connected equipment troubleshooting.</li><li>
Assist customers and field technicians with remote machine access, software updates, controller updates, and communication troubleshooting.</li><li>
Monitor machine health, fault alerts, utilization data, and connectivity performance through telematics platforms.</li><li>
Coordinate remote troubleshooting sessions with customers, field technicians, engineering, and product support teams.</li><li>
Identify recurring operational issues using fleet data and communicate recommendations for corrective actions or product improvements.</li><li>
Maintain accurate records of machine connectivity, software revisions, controller configurations, and remote access permissions.</li><li>
Assist in developing remote support procedures, fleet dashboards, reporting tools, and proactive support workflows.</li><li>
Support the ongoing development of RRP&rsquo;s connected equipment and remote support strategy.</li></ul></div></div></div><div><p><br>
15%</p><div><p><b><br>
Service Coordination &amp; Technical Documentation:</b></p><div><ul><li>
Create and maintain service documentation including troubleshooting guides, service bulletins, update procedures, and knowledge base articles.</li><li>
Support development of remote support procedures and standardized troubleshooting workflows.</li><li>
Maintain accurate service records, software revision histories, machine configurations, and customer support logs.</li><li>
Assist with parts identification, technical documentation requests, and service quoting support.</li><li>
Coordinate technical communication between field service, engineering, production, and customers.</li></ul></div></div></div><div><p><br>
15%</p><div><p><b><br>
Customer Support &amp; Customer Service Coordination:</b></p><div><ul><li>
Support customers with operational questions, equipment functionality, and best-practice recommendations.</li><li>
Assist with onboarding and training customers on connected equipment capabilities and telematics platforms.</li><li>
Provide guidance to customers regarding remote connectivity requirements, update procedures, and system usage.</li><li>
Maintain professional communication and customer-focused responsiveness during urgent service situations.</li></ul></div></div></div><div><p><br>
10%</p><div><p><b><br>
Continuous Improvement &amp; Product Feedback:</b></p><div><ul><li>
Identify recurring product reliability or usability concerns and communicate recommendations to engineering and manufacturing teams.</li><li>
Participate in development and testing of new connected product features and remote support capabilities.</li><li>
Assist in refining service processes, escalation procedures, and support workflows.</li><li>
Support continuous improvement initiatives related to uptime, customer response time, and service efficiency.</li><li>
Assist with identifying opportunities to improve customer experience, communication responsiveness, and remote support effectiveness.</li></ul></div></div></div><div><div><p><b><br>
Skills &amp; Qualifications:</b></p><div><ul><li>
Strong mechanical troubleshooting aptitude with working knowledge of hydraulic, electrical, and control systems.</li><li>
Ability to read and interpret schematics, wiring diagrams, technical manuals, and engineering drawings.</li><li>
Comfortable using remote diagnostic software, telematics platforms, and service management systems.</li><li>
Strong communication skills with the ability to support customers and technicians in high-pressure situations.</li><li>
Highly organized with strong documentation and follow-through capabilities.</li><li>
Ability to prioritize multiple technical issues simultaneously.</li><li>
Customer-focused mindset with proactive problem-solving ability.</li><li>
Proficiency with Microsoft Office and standard business software.</li></ul></div></div></div><div><div><p><b><br>
Preferred Qualifications:</b></p><div><ul><li>
Experience supporting industrial, railroad, construction, agricultural, or heavy equipment.</li><li>
Familiarity with PLCs, CANbus systems, remote I/O, sensors, and machine controls.</li><li>
Experience with telematics platforms, IoT-connected equipment, or remote monitoring systems.</li><li>
Familiarity with Syspro or similar ERP/service management systems.</li><li>
Prior field service or technical support experience.</li><li>
Experience supporting software or firmware updates in industrial equipment.</li><li>
Understanding of networking, cellular communications, VPNs, or remote connectivity systems.</li><li>
Associate degree or technical certification in Industrial Maintenance, Electro-Mechanical Technology, Diesel Technology, Information Technology, or related field.</li></ul></div></div></div><div><p><b><br>
Benefits Include:</b></p></div><div><div><br>
<ul><li>
Insurance coverage including medical, dental, vision, life insurance, as well as a health savings account (HSA)</li><li>
Culture committed to work life balance with hybrid schedules and generous PTO</li><li>
Company-wide bonus program</li><li>
Assistance with continuing education</li></ul></div></div><br>
</div></div><br>
Monday through Friday<br>
6:00 am to 2:30 pm</div>

Product & Fleet Support Specialist

Join Racine Railroad Products and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Racine Railroad Products

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Product & Fleet Support Specialist