Field Service Technician: Heavy Highway & Wirtgen

Monroe Tractor; City of Syracuse (NY); On-site; USD 44,000 - 74,000; Full time

Benefits offered by this job

Uniforms provided

Discounts on products and services

Continued education, hands-on and web‑

Union Health & Welfare, and Pension

Self-insured Medical

Prescription Drug Coverage

Life AD&D & short-term disability

Job summary

Monroe Tractor is seeking a Heavy Highway & Material Processing Technician specializing in Wirtgen products. You will travel to customer and dealer locations to troubleshoot and resolve machine issues, collaborating with Wirtgen Specialists to ensure peak performance.

This role emphasizes exceptional customer service, detailed record-keeping, and on-site technical support, with uniforms and union benefits included. Role supports ongoing training and education in advanced equipment maintenance.

Qualifications

• Associate's degree or equivalent from a two-year college or technical school; and/or two years of construction equipment-related experience.
• Fundamental knowledge of road construction equipment practices, including paving and compaction.
• Excellent customer service and communication skills (both written and verbal).
• Willingness to travel as needed to stay updated on Wirtgen products.
• Strong team player with a positive attitude and a commitment to promoting a collaborative work environment.
• Ability to analyze information, identify problems, and respond promptly to customer needs with a focus on providing top-tier service.
• Previous experience in customer service or technical support roles is preferred.

Responsibilities

• Deliver exceptional customer service and support during the troubleshooting process.
• Travel to customer and dealer locations (average about 75% travel).
• Identify and promptly assist customers and dealers in resolving machine issues.
• Collaborate with Wirtgen Specialists and other team members to expedite repairs and coordinate problem resolution.
• Install new or modified equipment at customer facilities to ensure full functionality according to specifications.
• Provide a communication link between the dealer and the company to ensure effective service is provided.
• Review performance reports and documentation from customers and dealer representatives.
• Inspect products to determine the nature and scope of problems and report findings to Manager.
• Provide on-site technical assistance and analyze review and inspection findings to determine the source of problems.
• Recommend repairs, replacements, or other corrective actions as needed.
• Perform software updates and field campaigns on machines either in the field or at dealer locations.
• Develop and conduct training on the safe operation of equipment, demonstrating skills to trainees, including team members, customers, and dealers.
• Maintain detailed records of machine complaints and resolutions, utilizing reporting systems for follow-up and communication.
• Uniforms provided
• Discounts on products and services
• Continued education, manufacturer hands-on and web-based training

Skills

Customer service

Communication

Problem solving

Travel readiness

Team player

Education

Associate's degree or equivalent

Tools

Digital ticketing solutions

Job description

Monroe Tractor is seeking a Heavy Highway & Material Processing Technician specializing in Wirtgen products. You will travel to customer and dealer locations to troubleshoot and resolve machine issues, collaborating with Wirtgen Specialists to ensure peak performance.

This role emphasizes exceptional customer service, detailed record-keeping, and on-site technical support, with uniforms and union benefits included. Role supports ongoing training and education in advanced equipment maintenance.