Light Aerial Call Center Technician

Haulotte North America; Archbold (OH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Short Term Disability

Long Term Disability & AD&D

Life Insurance

401k

Vacation

Sick

Holidays

Job summary

Haulotte North America in Archbold, OH seeks a Light Aerial Call Center Technician to diagnose equipment issues, provide remote support, and handle parts/warranty inquiries. You’ll troubleshoot hydraulic, electrical, and mechanical systems and guide customers via ERP/CRM documentation.

Ideal candidates have a technical degree or equivalent training, proven call center experience, and strong communication skills. English/Spanish bilingual ability is a plus.

Qualifications

• Experience in customer or technical support in a call center.
• Technical degree or certification in equipment maintenance or related field.
• Ability to read hydraulic, electrical, and electronic schematics.
• Bilingual English/Spanish preferred.

Responsibilities

• Handle high volumes of inbound/outbound customer calls professionally.
• Troubleshoot hydraulic, electrical, mechanical, and electronic systems.
• Diagnose issues and provide remote technical guidance to customers.
• Document interactions and resolutions in ERP/CRM systems.
• Assist with parts identification, pricing, and order status.
• Collaborate with dealers and service providers to resolve issues.

Skills

Customer support

Technical support

Communication skills

Bilingual English/Spanish (preferred)

Education

Technical degree or certification in equipment maintenance/commercial equipment

Bachelor’s degree preferred

Tools

ERP systems

CRM platforms

Microsoft Office

Job description

Position:Light Aerial Call Center Technician

Location: Archbold, OH

Job Id:542

# of Openings:2

About the Role

The Light Aerial Call Center Technician serves as a key technical support resource for customers, dealers, and service providers. This role is responsible for diagnosing equipment issues, providing technical guidance, supporting parts and warranty inquiries, and delivering exceptional customer service. The ideal candidate combines strong mechanical, electrical, and hydraulic troubleshooting skills with excellent communication and customer support capabilities.

Key Responsibilities

• Respond to a high volume of inbound and outbound customer calls in a professional and timely manner.
• Identify customer concerns, gather relevant information, troubleshoot equipment issues, and recommend effective solutions.
• Diagnose machine-related problems through detailed discussions with customers, dealers, and service providers.
• Provide technical guidance and support to help customers resolve equipment issues remotely.
• Coordinate follow-up activities, ensuring all customer inquiries are resolved and escalated appropriately when necessary.
• Troubleshoot hydraulic, electrical, mechanical, and electronic systems on light aerial equipment.
• Program and configure electronic control units (ECUs), control boxes, and related systems.
• Support customers with spare parts identification, pricing, availability, and order placement.
• Provide delivery schedules and status updates for parts orders and service requests.
• Assist customers and dealers with warranty claims, documentation, and resolution processes.
• Build strong customer relationships by providing exceptional service and proactive communication.
• Generate and analyze reports within ERP and CRM systems, including RMAs, warranty activity, and parts shipment status.
• Accurately document all customer interactions, troubleshooting efforts, and resolutions within company systems.
• Collaborate with internal departments, service providers, and dealers to ensure timely issue resolution.
• Participate in ongoing technical training and professional development programs to stay current on products and industry advancements.

Required Qualifications & Skills

• Previous experience in a customer support, technical support, or call center environment.
• Technical degree or certification in equipment maintenance, heavy equipment, construction equipment, diesel technology, or a related field.
• Strong knowledge of hydraulic, electrical, mechanical, and electronic systems.
• Ability to read and interpret hydraulic, electrical, and electronic schematics, as well as exploded parts diagrams.
• Experience troubleshooting aerial work platforms, construction equipment, industrial equipment, or similar machinery.
• Proficiency with Microsoft Office Suite, ERP systems, CRM platforms, and other business software applications.
• Strong verbal communication, active listening, and customer service skills.
• Ability to manage multiple priorities, work independently, and maintain organization in a fast-paced environment.
• Customer-focused mindset with the ability to adapt communication styles to a variety of audiences.
• Bilingual English/Spanish skills are preferred.
• Experience with M3, CRM systems, or similar enterprise platforms is preferred.
• Bachelor’s degree is preferred.

Experience Requirements

• Technical degree or equivalent training in equipment maintenance, diesel technology, heavy equipment, or related field.
• Minimum of 3 years of experience supporting, maintaining, or troubleshooting construction, aerial lift, or heavy equipment.
• Demonstrated experience working with hydraulic systems and electrical schematics.
• Prior experience providing remote technical support or equipment diagnostics is preferred.

Why Haulotte?

At Haulotte, we’re more than an equipment manufacturer — we’re innovators, problem solvers, and partners to our customers. We offer:

• Medical
• Dental
• Vision
• Short Term/Long Term Disability & AD&D
• Life Insurance
• 401k
• Vacation
• Sick
• Holidays

*** Haulotte US Inc. is an Equal Opportunity Employer (EEO). ***