Customer Support Engineer

Ethos; Cedar Falls (IA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Job summary

Ethos is seeking a Customer Support Engineer in Cedar Falls, IA to provide technical expertise and customer-focused support across the lifecycle.

The ideal candidate will combine mechanical engineering knowledge with strong communication, documentation, and problem-solving skills to ensure a seamless experience from quoting to after-sales service. CAD, hydraulics, and ERP experience are valued.

Qualifications

• Bachelor’s degree in Mechanical Engineering is required.
• 3+ years in customer-facing engineering or service roles in heavy equipment or industrial manufacturing.
• Strong understanding of mechanical systems and hydraulics.
• Experience with CAD software and drafting/modification.
• Proficient in MS Office and ERP/order management tools.
• Excellent written and verbal communication.

Responsibilities

• Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.
• Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.
• Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
• Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
• Prepare accurate product and service quotes, including pricing, options, and technical configurations.
• Support the sales team with technical insight to ensure product specifications meet customer requirements.
• Collaborate with design and production teams to confirm feasibility, costs, and lead times.
• Enter product and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
• Design and model custom or replacement parts for service sales orders using CAD software.
• Develop and release service drawings, component details, and modification packages for production or field use.

Skills

Mechanical design

Hydraulics

Communication

Organization

Problem-solving

Education

Bachelor’s Degree in Mechanical Engineering

Tools

CAD software

ERP system

CRM system

Microsoft Office

Job description

Customer Support Engineer

The Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the lifecycle.

The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience from quote to after-sale support.

Position Responsibilities:

• Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.
• Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.
• Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
• Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
• Prepare accurate product and service quotes, including pricing, options, and technical configurations.
• Support the sales team with technical insight to ensure product specifications meet customer requirements.
• Collaborate with design and production teams to confirm feasibility, costs, and lead times.
• Enter product and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
• Design and model custom or replacement parts for service sales orders using CAD software.
• Develop and release service drawings, component details, and modification packages for production or field use.
• Bachelor’s Degree in Mechanical Engineering or a related technical field (required).
• 3+ years of experience in a customer-facing engineering, field service, or technical support role—preferably in heavy equipment, industrial manufacturing industries or trailer manufacturing.
• Strong understanding of mechanical systems, hydraulics, and materials.
• Experience with CAD/design software and basic drafting/modification work.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency with Microsoft Office Suite and ERP/order management tools.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development