Customer Support Engineer

XL Specialized Trailers; Manchester (IA); On-site; USD 70,000 - 90,000; Full time

Job summary

XL Specialized Trailers is seeking a Customer Support Engineer to deliver technical expertise and front-line service across the trailer lifecycle in Manchester, IA. You will bridge customers, dealers, and internal teams to provide accurate quotes, resolve warranty issues, and design parts for service orders.

Ideal candidates bring mechanical engineering fundamentals, CAD experience, and strong problem-solving and communication skills to ensure a seamless customer experience from quote to

Qualifications

• Bachelor's Degree in Mechanical Engineering is required.
• 3+ years in a customer-facing engineering, field service or technical support role.
• Experience with CAD/design software and basic drafting/modification work.

Responsibilities

• Provide technical resource support to customers and dealers with timely responses and solutions.
• Assist with warranty evaluations and field data gathering; coordinate with internal teams.
• Prepare accurate quotes for trailers and services including options and configurations.
• Enter trailer and service orders into ERP with accuracy and data integrity.

Skills

Mechanical problem-solving

Communication

Problem-solving

Education

Bachelor's Degree in Mechanical Engineering

Tools

CAD software

ERP/order management tools

Microsoft Office Suite

Job description

Overview: As a valued member of the XL Specialized Trailers team, the Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the trailer lifecycle. This position bridges the gap between customers, dealers, and internal departments-providing accurate trailer quotes, resolving service and warranty issues, and designing parts and solutions for service orders. 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.

Key Responsibilities

• Customer Support & Service
• 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.
• Quoting & Estimating
• Prepare accurate trailer 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 trailer and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
• Engineering & Design
• 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.
• Partner with design engineering to communicate recurring service trends, field issues, and improvement opportunities.
• Participate in root cause analysis and corrective action initiatives to improve product performance and reliability.
• Continuous Improvement & Collaboration
• Support process improvement initiatives within warranty, quoting, and service workflows.
• Provide input for technical bulletins, product documentation, and customer training materials.
• Participate in cross-functional meetings to ensure alignment between engineering, sales, and production.
• Assist with customer events, trade shows, or field demonstrations as needed.

Qualifications

• 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 trailer, heavy equipment, or manufacturing industries.
• 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.
• Strong analytical skills with the ability to interpret technical data and provide actionable solutions.
• Highly organized and self-motivated, with a continuous improvement mindset and customer-first attitude.

Supervisory Responsibilities

• None

Supervision Received

• Works under general supervision, with the ability to take initiative in prioritizing work and completing assignments. Responsible for keeping the supervisor informed of progress, potential challenges, and any future implications of work.

Public Contact

• Engage with customers, dealers, and team members daily, demonstrating professionalism, courtesy, and good judgment.

Licensing And Certification

• None required

Physical Demands

• Extended periods of sitting.
• Ability to routinely lift 20 lbs. and occasionally up to 50 lbs.

Work Environment

• Work is performed indoors and occasionally outdoors.
• Minimal travel required.