Heavy Equipment Tech Support Specialist

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

Benefits offered by this job

Medical, dental, and vision

Paid Time Off

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Life Insurance

Employee Assistance Program (EAP)

Job summary

SANY America is seeking a Technical Service Specialist-Heavy Equipment to provide on-site support in Peachtree City, GA, and remote dealer/end-user assistance via email and phone. You will diagnose machine issues, reference manuals, and coordinate with technicians to ensure prompt repairs.

The role requires 5+ years in heavy equipment, strong mechanical/electrical/hydraulic knowledge, and experience with CRM systems and SAP. Excellent English and customer service skills are essential.

Qualifications

• Technical certificates or equivalent professional experience.
• Associate or higher degree in a related technical discipline.
• 5+ years in heavy construction/industrial equipment.
• Fluent in verbal and written English with excellent phone etiquette.
• Strong knowledge of mechanical, electrical, and hydraulic systems in construction equipment.
• Proficient with Microsoft Office.
• Experience with parts manuals and diagrams.

Responsibilities

• Deliver parts support to dealers and end-users via call center or online.
• Record and close cases in Salesforce, documenting dealer and customer inquiries.
• Interact with authorized dealers and customers to respond to inquiries about machine repairs, diagnostics, and maintenance.
• Gather requirements needed to ensure request is properly qualified prior to diagnosis assistance.
• Research required information using the internet, SAP system and SIS parts information system, along with other CRM systems.
• Identify and escalate priority issues per dealer or customer needs.
• Independently resolve problems involving managers and other departments as appropriate.
• Offer alternative solutions to increase dealer and customer satisfaction.
• Follow up on pending cases and backorders with dealers and customers on a regular basis.
• Stay current with IT systems and procedures and help improve them.
• Review service manuals to ensure accuracy and market alignment.
• Work on machines onsite to diagnose with technicians via electronic communication and phone calls.

Skills

Phone etiquette

English proficiency

Customer service

Communication skills

Teamwork

Problem solving

Root cause analysis

Presentation skills

Creativity

Resilience

Education

Associate or higher degree in a related technical discipline

Technical certificates

Tools

Salesforce

SAP

SIS parts information system

Microsoft Office

Job description

SANY America is seeking a Technical Service Specialist-Heavy Equipment to provide on-site support in Peachtree City, GA, and remote dealer/end-user assistance via email and phone. You will diagnose machine issues, reference manuals, and coordinate with technicians to ensure prompt repairs.

The role requires 5+ years in heavy equipment, strong mechanical/electrical/hydraulic knowledge, and experience with CRM systems and SAP. Excellent English and customer service skills are essential.