Customer Support Engineer- Mechanical

Saraca Solutions; Clarksville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Saraca Solutions in Clarksville, TN is seeking an experienced field service engineer to test, commission, and service capital equipment at customer sites. You will lead equipment commissioning, train end-users on operation, maintenance, and safety, and coordinate with customers to resolve inquiries with technical clarity.

The role requires 5–10 years in customer service or technical support for heavy machinery, knowledge of hydraulic systems, internal mixers, and extruders, and proficiency with

Qualifications

• 5 to 10 years of relevant experience in customer service/technical support for heavy machinery, preferably rubber processing equipment.
• Strong knowledge of Internal Mixers, Extruders, and hydraulic systems (good to have).
• Good understanding of machine commissioning, operations, and safety standards.
• Hands-on experience with SAP for service and inventory tracking; familiarity with CRM systems.

Responsibilities

• Conduct thorough testing of capital equipment, ensure functionality as per standards, and service key parts as needed.
• Customer Coordination: Handle customer inspections, demonstrations, and address all queries or complaints with professionalism and technical clarity.
• Lead equipment commissioning at customer sites. Train end-users on operating procedures, maintenance, and safety protocols.
• Field Support: Provide on-site and remote technical support. Troubleshoot equipment issues with a focus on hydraulic systems.
• Travel to customer sites as required. Prepare MOMs, collect customer feedback, and maintain service reports regularly.
• System Usage: Utilize SAP and CRM tools to manage service records, customer information, and parts tracking efficiently.

Skills

Customer service

Technical support

Equipment commissioning

Training end-users

On-site support

Tools

SAP

CRM

Job description

• Conduct thorough testing of capital equipment, ensure functionality as per standards, and service key parts as needed.
• Customer Coordination:
• Handle customer inspections, demonstrations, and address all queries or complaints with professionalism and technical clarity.
• Lead equipment commissioning at customer sites. Train end-users on operating procedures, maintenance, and safety protocols.
• Field Support:
• Provide on-site and remote technical support. Troubleshoot equipment issues with a focus on hydraulic systems.
• Travel & Reporting:
• Travel to customer sites as required. Prepare MOMs, collect customer feedback, and maintain service reports regularly.
• System Usage:
• Utilize SAP and CRM tools to manage service records, customer information, and parts tracking efficiently.

Qualifications & Skills:

• Experience:
• 5 to 10 years of relevant experience in customer service/technical support for heavy machinery, preferably rubber processing equipment
• Technical Expertise:
• Strong knowledge of Internal Mixers, Extruders, and hydraulic systems (good to have)
• Good understanding of machine commissioning, operations, and safety standards
• Software Proficiency:
• Hands-on experience with SAP for service and inventory tracking
• Familiarity with CRM systems for managing customer relationships
• Other Requirements:
• High level of ownership, accountability, and problem-solving mindset

SARACA is a rapidly growing product engineering services company with deep expertise in digital, artificial intelligence, and emerging new technologies. Founded in 2014, SARACA is powered by Gen Z and Millennials with greater focus on agility, customer centricity, faster technology adoption, and adherence to cultural sensitivity. Our digital natives perform their actions with speed and ensure that we exceed customer expectation every single time. SARACA adopted vertically integrated approach to build depth in the industries we operate in. Over the years we have built strong expertise in aerospace, defense, space, automotive, medical devices, Industrial, Farm Equipment, rail transportation, technology, semiconductor, and many other industries.

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