Sr. Technical Support Specialist - HD Automotive Equipment

Overview:

Disclaimer: This is not an IT role

Pay Range for the Market: $28-33/hr

Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.

Responsibilities:

Provide technical support, maintenance, troubleshooting, and repair services for heavy-duty equipment, including mechanical, electrical, and hydraulic systems, to ensure safe and reliable operation.
This role requires regular travel to job sites and may involve overnight stays and extended work hours depending on operational needs, customer schedules, and project locations.
Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and external sources to resolve problems.
Support new product implementation by collaborating with Engineering and field teams during product development and updates to provide recommendations and resolve issues.
Document incoming calls. Develop and maintain information databases, as required.
Work with the Training & Documentation group to write technical documentation on products to include service bulletins, installation instructions, and service manuals.
Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
Act as a resource for others, as needed.
Keep abreast of industry standards and emerging technology.
Other duties as assigned.

Qualifications:

5+ years of field service or technical support experience working with heavy-duty equipment.
Ability to travel 40% of the time, (occasionally to Canada).
Frequently work off-shift hours to support manufacturers’ schedules while traveling.
Demonstrated knowledge of a broad range of products across multiple product lines.
Ability to read electrical schematics and pneumatic diagrams.
Ability to troubleshoot a variety of PC problems.
Excellent communication skills – both verbal and written, including technical writing skills.
Presentation skills with prior training experience, preferred
Demonstrated organizational skills, leadership ability, and project coordination.
Demonstrated ability to work cross-functionally.

COMPETENCIES

Safety
Customer focus
Communication
Consistency
Attention to detail

CHARACTERISTICS

Demonstrate Integrity
Tell the Truth
Respect the Individual
Promote Teamwork
Listen

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