Senior Tech Support Engineer - Construction & Equipment

Jobtailor; Illinois; On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor in Illinois seeks a Customer Support Engineer for Construction Industries products to identify, investigate, monitor, and resolve client issues, support technical tasks, and analyze business requirements.

You will participate in troubleshooting, perform root cause analysis, and ensure quality checks while staying current on product updates and system changes. Strong CRM skills and collaboration with partners are essential.

Qualifications

• Knowledge of customer-focused practices and ability to create customized customer solutions.
• Understanding of effective communication concepts, tools, and techniques.
• Knowledge of systems thinking and critical interdependencies among system elements.
• Knowledge of business intelligence and related processes and technologies.
• Knowledge of basic application design activities and deliverables.
• Knowledge of technical troubleshooting approaches, tools, and techniques.
• Experience with documentation and knowledge sharing.
• Experience with Earthmoving and Heavy Equipment technology, including Grade Control (2D/3D) and Payload.
• Experience with Detect & Safety Systems.
• Technical knowledge of Cat Command, Product Link, VisionLink, Cat machines, engines, and generators.
• Mechanical aptitude and ability to understand machine systems, components, and operational behavior preferred.
• Experience with CRM tools, Salesforce, or MS Dynamics preferred.
• Visa sponsorship is not available for this position.
• Successful completion of a drug screen required as a condition of employment.

Responsibilities

• Identify, investigate, monitor, and resolve customer issues for Construction Industries products.
• Support technical tasks related to business processes and applications.
• Assist in gathering and analyzing business requirements and identifying technical gaps.
• Participate in troubleshooting, root cause analysis, and issue resolution.
• Follow defined processes for risk assessment, corrective actions, and quality checks.
• Share customer feedback with internal teams to improve products and services.
• Support onboarding new products into the Construction Industries Helpline.
• Stay current on product updates, releases, and system changes to ensure effective support coverage.
• Develop and maintain working relationships with business partner technical support personnel.
• Serve as the primary escalation point for technical issues.

Skills

Technical Troubleshooting Approaches

Business Requirements Analysis

Root Cause Analysis

Quality Checks

Mechanical Aptitude

Grade Control (2D/3D)

Payload Technology

Detect & Safety Systems

Documentation and Knowledge Sharing

Application Design Activities

Tools

Salesforce

MS Dynamics

Cat Command

Product Link

VisionLink

Job description

Jobtailor in Illinois seeks a Customer Support Engineer for Construction Industries products to identify, investigate, monitor, and resolve client issues, support technical tasks, and analyze business requirements.

You will participate in troubleshooting, perform root cause analysis, and ensure quality checks while staying current on product updates and system changes. Strong CRM skills and collaboration with partners are essential.