Diesel Mechanic - Heavy Equipment (Remote Diagnostics)

Jordan Sitter Associates; Phoenix, Northern (AZ, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Jordan Sitter Associates in Phoenix seeks a Strategic Accounts Product Support Specialist to blend outstanding customer service with account management support for Hitachi construction equipment. You will assist customers with day-to-day inquiries and troubleshooting while coordinating with team members to deliver timely technical solutions.

The ideal candidate has extensive hands-on experience with excavators and wheel loaders, deep knowledge of hydraulic, electrical, and powertrain systems,

Qualifications

• 5–10 years of hands-on experience with excavators and wheel loaders.
• Advanced knowledge of hydraulic, electrical, and powertrain systems.
• Strong customer-focused mindset with a service-oriented approach.
• Proficiency in Microsoft Office (Word, Excel) and general computer skills.
• Excellent communication, presentation, and collaboration skills.
• Self-starter who can work independently and in a team.

Responsibilities

• Technical Support Partner with strategic accounts to diagnose and resolve technical issues in a timely manner
• Monitor and review active cases across the dealer network to ensure prompt resolution
• Create and manage detailed Field Information Reports (FIRs) with accurate troubleshooting data
• Track and ensure completion of all service campaigns within required timelines
• Provide remote troubleshooting support using Hitachi diagnostic software
• Deliver training and technical guidance to strategic account technicians
• Support additional tasks and initiatives as assigned by management
• Parts/Warranty Support
• Provide technical parts assistance to strategic accounts
• Ensure parts manuals and documentation are current within Smart Equip
• Collaborate with HCMA parts teams to deliver accurate technical support
• Assist strategic accounts in properly filing warranty claims
• Partner with accounts to improve warranty reimbursement rates and processes

Skills

Customer-focused mindset

Strong communication

Collaboration skills

Proactive problem solving

Tools

Microsoft Office

Job description

SUMMARY

Reporting to the Manager of Technical Support, this individual will be a Strategic Accounts Product Support Specialist, combining excellent customer service skills with strong account management support. Assisting customers with the day-to-day inquiries and troubleshooting customer care. The ideal candidate is able to collaborate with other team members effectively, providing technical expertise on Hitachi construction equipment products while managing multiple priorities and resolving complex technical challenges.

RESPONSIBILITIES

• Technical Support Partner with strategic accounts to diagnose and resolve technical issues in a timely manner
• Monitor and review active cases across the dealer network to ensure prompt resolution
• Create and manage detailed Field Information Reports (FIRs) with accurate troubleshooting data
• Track and ensure completion of all service campaigns within required timelines
• Provide remote troubleshooting support using Hitachi diagnostic software
• Deliver training and technical guidance to strategic account technicians
• Support additional tasks and initiatives as assigned by management
• Parts/Warranty Support
• Provide technical parts assistance to strategic accounts
• Ensure parts manuals and documentation are current within Smart Equip
• Collaborate with HCMA parts teams to deliver accurate technical support
• Assist strategic accounts in properly filing warranty claims
• Partner with accounts to improve warranty reimbursement rates and processes

EDUCATION/QUALIFICATIONS

• 5-10 years of hands‑on experience with excavators and wheel loaders
• Advanced knowledge of hydraulic, electrical, and powertrain systems
• Strong customer‑focused mindset with a service‑oriented approach
• Proficiency in Microsoft Office (Word, Excel) and general computer skills
• Exceptional attention to detail and a proactive, positive attitude
• Strong communication, presentation, and collaboration skills
• Excellent organizational and prioritization abilities
• Self‑starter with the ability to work independently and within a team
• Demonstrated problem‑solving skills with creativity and sound judgment