Customer Support Engineer — Mechanical & CAD Solutions

H. T. PROF Group; Waterloo (IA); On-site; USD 70,000 - 94,000; Full time

Job summary

H. T. PROF Group seeks a Customer Support Engineer to deliver technical expertise and customer-focused support from quote to after-sale service.

This role connects customers, dealers, and internal teams—ensuring accurate quotes, handling service and warranty issues, and designing parts for service orders. The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience throughout the lifecycle.

Qualifications

• Bachelor’s Degree in Mechanical Engineering or related technical field.
• 3+ years in a customer-facing engineering, field service, or technical support role.
• Strong understanding of mechanical systems, hydraulics, and materials.
• Experience with CAD/design software and 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.

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.
• 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.
• Support process improvement initiatives within warranty, quoting, and service workflows.
• Provide input for technical bulletins, product documentation, and customer training materials.

Skills

CAD software

ERP software

MS Office

Mechanical systems knowledge

Customer-facing communication

Education

Bachelors in Mechanical Eng

Tools

CAD software

ERP software

Microsoft Excel

Job description

H. T. PROF Group seeks a Customer Support Engineer to deliver technical expertise and customer-focused support from quote to after-sale service.

This role connects customers, dealers, and internal teams—ensuring accurate quotes, handling service and warranty issues, and designing parts for service orders. The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience throughout the lifecycle.