Customer Success Engineer - Field & Software

Textron Inc.; Augusta (GA); On-site; USD 75,000 - 95,000; Full time

Job summary

Textron Specialized Vehicles Inc. is seeking an experienced Customer Support Engineer to be the primary contact for escalated technical issues at customer sites.

You will perform onsite troubleshooting across vehicle, software, connectivity, and system integration concerns to restore operations. You will also provide hands-on software support, coordinate software updates, and act as a liaison with engineering, product development, dealers, and end users to communicate issues and resolutions.

Qualifications

• Bachelor's degree in Engineering, CS, IT, Business or related field.
• 3 years in customer support, field service, or related technical role.
• Strong communication, documentation, collaboration, and travel willingness.

Responsibilities

• Serve as the primary customer care contact for escalated technical issues.
• Perform onsite troubleshooting to identify root cause and restore operations.
• Provide hands-on software support and coordinate updates.
• Liaise between product support, engineering, dealers, and customers.
• Document issues, troubleshooting steps, and recommendations in support systems.
• Collaborate with engineering to test releases and field feedback.
• Train customers, dealers, and internal teams on software functionality.
• Analyze recurring issues and suggest product or process improvements.
• Travel to customer sites as needed for installations and resolutions.

Skills

Customer support

Field service

Technical troubleshooting

Software support

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or a related field

Tools

Microsoft Office

CRM / ticketing systems

Diagnostic tools

Software configuration tools

Remote support platforms

Job description

Textron Specialized Vehicles Inc. is seeking an experienced Customer Support Engineer to be the primary contact for escalated technical issues at customer sites.

You will perform onsite troubleshooting across vehicle, software, connectivity, and system integration concerns to restore operations. You will also provide hands-on software support, coordinate software updates, and act as a liaison with engineering, product development, dealers, and end users to communicate issues and resolutions.