Technical Support Specialist

JLG Industries; Roma; On-site; EUR 40,000 - 56,000; Full time

Job summary

JLG Industries, an Oshkosh company, seeks a Technical Support Specialist to assist customers via phone, email, and in person. The role involves repairing and guiding the overhaul of access equipment in the field through the contact center.

You will also mentor junior specialists and contribute to knowledge base development. Responsibilities include troubleshooting across JLG, Hinowa, and AUSA machines (telehandlers and aerial work platforms), communicating updates, and collaborating with New

Qualifications

• English proficiency required for verbal and written communication.
• Five or more years of experience in a related field.
• Willingness to travel across Europe and work across regions.

Responsibilities

• Troubleshoot root causes of technical issues on JLG and related equipment (THM, AWP).
• Maintain professional relationships with customers and internal departments.
• Mentor internal Technical Support Specialists as needed.
• Disseminate service documentation and product updates to customers and team members.
• Develop and maintain a knowledge base for self-help support.
• Lead training efforts and coordinate team training sessions.
• Analyze data from systems to guide repair efforts and decisions.
• Participate in New Product Development and engineering change reviews.

Skills

English communication

5+ years experience

Travel in Europe

Education

High School Diploma or equivalent

Associate’s degree (preferred)

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.

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.