Heavy Equipment Tech & Field Support Specialist (Onsite GA)

SANY America; Peachtree City (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

SANY America seeks an experienced Technical Service Specialist-Heavy Equipment to support dealers and end-users from Peachtree City, GA. The role reports to the Assistant Service Manager and Senior Manager – Dealer Support, focusing on diagnostics, maintenance, and process improvements.

You will work onsite with heavy equipment, use multiple CRM and ERP tools, and coordinate across teams to ensure high dealer and customer satisfaction. Fluency in English and strong customer service are required.

Qualifications

• Outstanding phone etiquette and clear written English.
• Strong communication, presentation and teamwork skills.
• High proficiency with computers and Microsoft Office.
• Ability to identify parts and systems in manuals and diagrams.
• Customer-focused with problem-solving mindset.

Responsibilities

• Deliver parts support to dealers and end-users via call center or Salesforce.
• Record, update, and close cases in Salesforce with details.
• Interact with dealers/customers about repairs, diagnostics, maintenance.
• Gather requirements to properly qualify requests before diagnosis.
• Research information using internet, SAP, SIS, and CRM systems.
• Identify and escalate priority issues per needs.
• Independently resolve problems with appropriate teams.
• Offer alternative solutions to boost satisfaction and business.
• Follow up on cases and backorders with dealers/customers regularly.
• Stay current with IT systems, procedures, and processes.
• Review service manuals to ensure accuracy for market needs.
• Work on machines onsite to diagnose with technicians remotely.

Tools

Salesforce

SAP

SIS Parts Information System

CRM systems

Job description

SANY America seeks an experienced Technical Service Specialist-Heavy Equipment to support dealers and end-users from Peachtree City, GA. The role reports to the Assistant Service Manager and Senior Manager – Dealer Support, focusing on diagnostics, maintenance, and process improvements.

You will work onsite with heavy equipment, use multiple CRM and ERP tools, and coordinate across teams to ensure high dealer and customer satisfaction. Fluency in English and strong customer service are required.