Technical Support Specialist

Oshkosh Corporation, Inc.; Italia; On-site; EUR 36,000 - 60,000; Full time

Job summary

Oshkosh Corporation, Inc. via its JLG brand is seeking a Technical Support Specialist to support internal and external customers by phone, email, or in person, guiding the overhaul of Access equipment in the field through the contact center.

The role includes mentoring junior staff, disseminating service documentation, building a knowledge base, and contributing to New Product Development as a service representative. Travel across Europe is required.

Qualifications

• Minimum five years of field experience with related duties.
• Excellent verbal and written communication skills in English.
• Willing to travel in Europe.

Responsibilities

• Troubleshoot root causes of technical issues on JLG/Hinowa/AUSA equipment and identify actions to resolve.
• Maintain professional relationships with customers and other departments.
• Provide mentorship to junior Technical Support Specialists as needed.
• Communicate service documentation and product updates to customers and team members.
• Develop and maintain a knowledge database for self-help and diagnostic guidance.
• Lead training efforts and coordinate team training meetings.

Skills

Excellent verbal and written English

5+ years of experience in the field

Education

High School Diploma or equivalent

Associate’s degree

Job description

About JLG, an Oshkosh company JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products- including mobile elevating work platforms, telehandlers, utility vehicles and accessories - can be found all over the world.

JOB SUMMARY

The Technical Support Specialist will support internal and external customers via phone, email, face to face, or other media communication. This role will assist to repair and provide guidance on the overhaul of all Access equipment in the field through the contact center. This role will provide guidance to the associate level Technical Support Specialist in repairing and troubleshooting Access equipment in the field through the contact center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These duties are not meant to be all-inclusive and other duties may be assigned.

• Trouble shoot the root cause of technical issues on various equipment within the JLG portfolio, which includes all machines produced by JLG, Hinowa, AUSA such as telehandlers (THM) and aerial work platforms (AWP) and identify the necessary actions to resolve issues.
• Maintain a professional relationship with customers and other departments necessary to support the customer.
• Provide guidance for internal Technical Support Specialist on a mentor level as needed.
• Communicate all service related JLG documentation such as service field bulletins, information notices, and product updates to both JLG customers and other team members.
• Develop and maintain a knowledge database that will assist customers as a self-help and self-diagnostic tool for future support.
• Lead training efforts, schedule and coordinate team training meetings as needed.
• Generate and utilize data from systems to provide analysis and guide other Technical Support Specialist in repair efforts.
• Participate in New Product Development (NPD) teams as a service representative and in engineering change notice review.
• Collaborate in continuous training efforts, both internally and externally, to maintain and increase proficiency on various products.

MINIMUM QUALIFICATIONS

• High School Diploma or its equivalent with five (5) or more years of experience in the field or in a related area.
• Five (5) or more years of experience.
• Excellent verbal and written communication skills in English.
• Willing to travel in Europe.

PREFERRED QUALIFICATIONS

• Associate’s degree in the field or a related area.
• Experience with contact center or hands on equipment repair work.
• Experience in troubleshooting manufacturing equipment.
• Strong problem solving proficiency.
• Very detail oriented.

Advance your career by advancing the world. For many of our team members, this is more than a career. It’s a calling. Oshkosh is home to thousands of difference-makers working together to build, serve and protect people and communities around the world. From the front lines to the firehouse, the people we serve are driven by a sense of purpose. The people who work here are no different. Our engineering and product innovation help keep soldiers and firefighters safe, is critical in building and keeping communities clean and helps people do their jobs every day. As part of a People First culture, you’ll be encouraged and empowered to take ownership of your work, develop your career and make a real impact on the world around you.

Oshkosh is a global company that designs and manufactures some of the world’s toughest specialty and access equipment under the brands of JLG, Hinowa, Power Towers, Pierce, MAXIMETAL, Oshkosh Defense, McNeilus, IMT, Jerr-Dan, Frontline Communications, Oshkosh Airport Products, Oshkosh AeroTech and Pratt Miller.