Field Service Representative

Xcmg North America; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

XCMG North America is seeking a Field Service Technician to provide on-site and remote technical support across an assigned territory. You will diagnose, repair, and train customer technicians on XCMG equipment, employing diagnostic tools, software, and manuals.

This role emphasizes safety, accuracy, and timely problem resolution. Ideal candidates have a strong mechanical background, experience with heavy construction machinery, and the ability to interpret hydraulic and electrical schematics.

Qualifications

• 5+ years experience, with ≥3 years in heavy equipment.
• Strong mechanical background with ability to repair heavy machines.
• Able to read hydraulic and electrical schematics.
• Proficient in MS Office and CRM reporting.
• Excellent communication and interpersonal skills.

Responsibilities

• Troubleshoots customer calls to determine cause and resolution.
• Assist in on-site equipment repairs and training of customers.
• Provide feedback to Engineering and Factory teams on customer concerns.
• Coordinate training needs and schedule classes within region.
• Complete paperwork including CRM reports and travel approvals.
• Escalate issues to Service Manager and Factory support.
• Travel up to 70% and operate remotely within territory.

Skills

Heavy equipment repair

Mechanical aptitude

Communication skills

Interpersonal skills

Customer service

Education

Trade school

Tools

CRM software

MS Office

Job description

The primary function of this position is to provide on-site and remote technical support in an assigned territory, assisting customers with diagnosis, repairs, training, and product support. This position will be responsible for advising and training customer technicians to perform both basic and advanced systems repair and assembly by assisting with troubleshooting using various diagnostic equipment, software, and manuals.

ESSENTIAL FUNCTIONS:

• Troubleshoots and responds to customer calls (phone and e-mail) determining the cause and resolution of the problem.
• Assist in the troubleshooting and repair of the customer equipment on-site.
• Assist in training customers on how to troubleshoot, install, repair, maintain and operate XCMG Equipment.
• Instruct and train customers on how to take appropriate action on maintenance procedures and warranty repairs.
• Provides Engineering and Factory team with customer feedback on our products, as well as customer concerns and problems.
• Coordinate training needs, requests and assist training department with teaching classes within their region of responsibility.
• Complete and submit all required paperwork, including but not limited to CRM or Mondays reporting, expense reports, travel approvals, and field reports.
• Escalate and communicate issues with Service manage, engineers, and Factory support team.
• Other duties as assigned

Experience and Qualifications:

• 5+ years of work experience with at least three years of experience with heavy equipment machinery is required.
• Mechanical or trade school preferred
• The individual must have a strong mechanical background and aptitude and must have working knowledge of repairing heavy construction equipment.
• Must be able to interpret advanced hydraulic and electrical schematics.
• Must possess good oral communication and interpersonal skills and be computer literate with proficiency in Microsoft Office.
• Must have ability to interface regularly with customers and internal team members
• Must have ability to make independent decisions within generally established guidelines and the ability to work under minimal supervision.
• Must be able to train customers on company products
• Must be able to communicate and resolve problems over the telephone.
• Must be able to schedule, organize and follow through to ensure customer needs are met in a timely and efficient manner.

Position requires up to 70% travel to customer locations and often requires leaving with minimal notice. This position typically operate remotely within an assigned territory.

Western and North Territory & Houston, TX.

Physical Requirements:

The individual must be capable of performing essential job functions, including the ability to bend, stoop, kneel, stretch, pull, push, and lift up to 50 lbs. They must be able to use their hands and fingers, must be able to hear and speak for precision tasks, and consistently wear proper PPE as required.