Technical Service Representative

Company Overview
Cascade Corporation is a global leader in manufacturing premier lift truck attachments and related products. With a rich history dating back to the 1940s, we pride ourselves on fostering a collaborative, innovative work environment that values our employees as our most valuable asset.

Job Overview
The Technical Services Representative is responsible for delivering expert-level technical support and consultative guidance for the company’s forklift attachment products used in industrial material handling environments. This role serves as a key technical advisor to dealers and end-users, helping diagnose, troubleshoot, and resolve complex mechanical, hydraulic, and electrical issues to ensure optimal product performance and customer satisfaction.

Reporting to the Technical Services Supervisor, this position operates with a high degree of autonomy, exercising sound judgment in evaluating technical issues, recommending solutions, and balancing customer needs with company standards. The majority of technical support is delivered via phone and other communication channels; however, periodic travel to customer and dealer sites may be required for hands-on troubleshooting, training, or field support.

Success in this role requires the ability to effectively diagnose issues with incomplete or secondhand information, ask insightful follow-up questions, and guide customers through practical, step-by-step solutions. The Technical Service Representative collaborates cross-functionally with internal teams and serves as a trusted partner to external stakeholders.

Essential Job Functions

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following and other duties may be assigned.

• Provide consultative technical support to dealers and end-users regarding Cascade’s forklift attachment products, primarily via phone and remote communication tools.
• Diagnose and troubleshoot mechanical, hydraulic, and electrical issues, often based on limited or indirect information.
• Guide customers through corrective actions, repairs, and product optimization to minimize downtime and improve performance.
• Serve as a subject matter expert on product functionality, application, and integration within warehouse and industrial environments.
• Evaluate issues and make sound recommendations regarding product performance, quality, and customer solutions.
• Identify recurring issues and recommend product or process improvements to enhance reliability and serviceability.
• Collaborate with engineering, sales, and operations teams to resolve complex technical concerns and support continuous improvement efforts.
• Maintain detailed documentation of technical inquiries, resolutions, and field feedback.
• Travel as needed for on-site diagnostics, customer support, training, or escalation support.
• Participate in team initiatives and contribute technical expertise to support business objectives.

Required Qualifications

• 5-10 years of hands-on experience with mechanical and hydraulic systems, along with a solid electrical background, within material handling, forklift attachments, or mobile equipment environments
• Working knowledge of lift truck systems, including mobile hydraulics and attachment integration
• Strong mechanical aptitude with demonstrated ability to diagnose and resolve hydraulic, mechanical, and basic electrical issues
• Basic computer proficiency, including Microsoft Office and Windows-based systems
• Ability to troubleshoot and guide solutions remotely via phone
• Ability to read and interpret blueprints, as well as hydraulic and electrical schematics
• Strong analytical and problem-solving skills, with sound judgment in evaluating product and field issues
• Working knowledge of basic hand tools and their appropriate use
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences
• Strong interpersonal skills with the ability to build relationships with dealers, customers, and internal teams
• Demonstrated ability to work collaboratively in a team-oriented environment
• Self-motivated, self-directed individual with the ability to manage multiple priorities in a high-volume, fast-paced support environment
• Willingness and ability to travel occasionally for on-site customer support, training, or issue resolution

Preferred Qualifications

• Degree in Mechanical Engineering or a related field
• Familiarity with forklift attachment products (e.g., Cascade or similar)
• Experience with mobile equipment or forklift attachments
• Strong electrical aptitude
• Ability to operate a lift truck
• Experience with ERP or CRM systems preferred

Working Conditions

The working conditions, physical demands, and environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in an office environment that is climate controlled. Periodic work outside the office and shop areas that may or may not have climate controls will be required.

This is a full-time on-site position; days and hours worked will mirror the business operations which typically runs Monday to Friday. Working more than eight hours in a day, over 40 hours in a week, or during evenings and weekends may be required based on work demands.

Some travel is required to other company locations, or to assist train customers, dealers, and/or end-users; must have the ability and willingness to travel by air and vehicle when required.

The individual may encounter pressure in meeting customer needs, balancing competing deadlines and resource constraints, although guidance is available from leaders at the site. Situations must be handled in a manner that meets customer needs and does not negatively impact support provided.

Pay: $62,000.00 - $92,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person