Technical Product Support Specialist (2)

Jordan Sitter Associates; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Jordan Sitter Associates seeks a Technical Product Support Specialist to assist strategic accounts with day-to-day inquiries and complex troubleshooting on HCMA products. You will collaborate across teams to deliver technical expertise, contribute to account management support, and help resolve advanced issues.

The role emphasizes strong customer service, detailed reporting, and training for account technicians.

Qualifications

• 5-10 years of hands-on experience with excavators and wheel loaders.
• Advanced knowledge of hydraulic, electrical, and powertrain systems.
• Strong customer-focused mindset with a service-oriented approach.
• Proficiency in Microsoft Office (Word, Excel) and general computer skills.
• Exceptional attention to detail and a proactive, positive attitude.
• Strong communication, presentation, and collaboration skills.
• Excellent organizational and prioritization abilities.
• Self-starter with the ability to work independently and within a team.
• Demonstrated problem-solving skills with creativity and sound judgment.

Responsibilities

• Diagnose and resolve technical issues for strategic accounts.
• Monitor active dealer cases to ensure prompt resolution.
• Create FIRs with accurate troubleshooting data.
• Track service campaigns to meet timelines.
• Deliver training and guidance to account technicians.
• Handle remote troubleshooting with Hitachi software.
• Provide technical parts support to strategic accounts.
• Keep parts manuals current in Smart Equip.
• Collaborate with HCMA parts teams for accurate support.
• Assist filing warranty claims for accounts.
• Improve warranty reimbursement rates and processes.

Skills

Hydraulic systems

Electrical systems

Powertrain systems

Customer service

Microsoft Office (Word, Excel)

Attention to detail

Communication skills

Team collaboration

Problem-solving

Independent work

Tools

Hitachi diagnostic software

Smart Equip documentation access

Job description

Technical Product Support Specialist (2)

09th November, 2026

SUMMARY

Reporting to the Manager of Technical Support, this individual will be a Strategic Accounts Product Support Specialist, combining excellent customer service skills with strong account management support. Assisting customers with the day-to-day inquiries and troubleshooting customer care. The ideal candidate is able to collaborate with other team members effectively, providing technical expertise on HCMA products while managing multiple priorities and resolving complex technical challenges.

RESPONSIBILITIES

Technical Support

• Partner with strategic accounts to diagnose and resolve technical issues in a timely manner
• Monitor and review active cases across the dealer network to ensure prompt resolution
• Create and manage detailed Field Information Reports (FIRs) with accurate troubleshooting data
• Track and ensure completion of all service campaigns within required timelines
• Deliver training and technical guidance to strategic account technicians
• Support additional tasks and initiatives as assigned by management
• Provide remote troubleshooting support using Hitachi diagnostic software

Parts/Warranty Support

• Provide technical parts assistance to strategic accounts
• Ensure parts manuals and documentation are current within Smart Equip
• Collaborate with HCMA parts teams to deliver accurate technical support
• Assist strategic accounts in properly filing warranty claims
• Partner with accounts to improve warranty reimbursement rates and processes

EDUCATION/QUALIFICATIONS

• 5-10 years of hands-on experience with excavators and wheel loaders
• Advanced knowledge of hydraulic, electrical, and powertrain systems
• Strong customer-focused mindset with a service-oriented approach
• Proficiency in Microsoft Office (Word, Excel) and general computer skills
• Exceptional attention to detail and a proactive, positive attitude
• Strong communication, presentation, and collaboration skills
• Excellent organizational and prioritization abilities
• Self-starter with the ability to work independently and within a team
• Demonstrated problem-solving skills with creativity and sound judgment

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