Technical Service Representative

AXCS Equipment; Town of Richfield (WI); On-site; USD 52,000 - 78,000; Full time

Job summary

AXCS Equipment in Wisconsin is seeking a Technical Service Representative to deliver technical support for our line of aerial work platforms, scissor lifts, and telehandlers. You will troubleshoot, diagnose, and guide customers, dealers, and internal teams through repair steps, maintenance, and warranty questions.

The role requires strong communication, the ability to read schematics, and hands-on experience with hydraulic, electrical, and mechanical systems.

Qualifications

• High school diploma or equivalent required.
• Associate degree preferred.
• 3–5 years in technical service or field service.
• Experience with mobile/construction equipment preferred.
• Ability to read electrical and hydraulic schematics.
• Excellent communication and organizational skills.
• Proficient with MS Office and ERP software.

Responsibilities

• Respond to technical support requests via phone, email quickly.
• Diagnose mechanical, hydraulic, and electrical issues.
• Process service parts orders and returns.
• Assist with warranty administration and claims.
• Develop and deliver customer service training.
• Travel to customer sites for on-site support and training.
• Communicate root causes to Engineering and Quality.

Skills

Technical support

Diagnostics

Electrical systems

Hydraulics

Mechanical repair

Customer service

Training delivery

ERP software

MS Office

Education

High school diploma

Associate degree in Automotive Technology or related

Tools

ERP software

MS Office

Job description

Company Description

AXCS Equipment (formerly Hy‑Brid Lifts) provides full‑access, rental‑tough aerial equipment, including micro scissor lifts, full‑size scissor lifts, telehandlers, and upcoming vertical masts. With more than four decades of innovation, the company is recognized for durable equipment that helps improve productivity on job sites. AXCS Equipment maintains a strong focus on operator safety, ensuring that its products meet demanding performance and safety standards. The company supports material handling and aerial access needs for customers worldwide, offering reliable solutions for diverse applications.

The Technical Service Representative provides technical support to customers, dealers, and internal departments regarding the operation, maintenance, troubleshooting, and repair of AXCS equipment. This position serves as a primary technical resource for product support, warranty administration, production assistance, and service training. The role also develops and delivers customer service training courses while supporting continuous product improvement through field feedback and failure analysis.

Essential Functions and Responsibilities

• Respond to customer, dealer, and distributor technical support requests via phone, email, and other communication channels in a timely manner.
• Diagnose mechanical, hydraulic, and electrical product concerns by reviewing customer information, photographs, videos, diagnostic data, and technical documentation.
• Process service parts orders, quotations, acknowledgments, return authorizations, and related customer requests.
• Assist customers in identifying replacement parts and provide technical guidance for equipment repair and maintenance.
• Provide technical support to Manufacturing and Quality teams for production-related issues and communicate corrective actions to the Service Manager and Engineering as appropriate.
• Assist in the administration and processing of warranty claims, including documentation review, claim validation, and customer communication.
• Analyze returned warranty components to determine root cause and provide recommendations for corrective and preventive actions.
• Document recurring product issues and communicate trends to Engineering, Quality, and Operations to support continuous product improvement.
• Assist in the development and maintenance of service manuals, technical bulletins, troubleshooting guides, and other technical documentation.
• Develop and conduct customer, dealer, and internal service training programs, including equipment operation, maintenance, troubleshooting, and repair procedures.
• Develop new and or refine existing training courses covering mechanical, hydraulic, and electrical systems on our products for customer use.
• Support new product launches by assisting with service documentation, training materials, and field readiness activities.
• Travel to customer, dealer, distributor, and company locations as required to provide technical assistance, conduct service training, support product demonstrations, and resolve complex service issues.

Qualifications

The requirements listed below are representative of the knowledge, skills, and abilities necessary to successfully perform the essential functions of this position.

Education and Experience

• High school diploma or equivalent required.
• Associate degree in Automotive Technology, Diesel Technology, Industrial Maintenance, Electrical Technology, or a related technical field preferred.
• Three to five years of experience in technical service, equipment repair, field service, or customer support.
• Experience supporting mobile equipment, construction equipment, aerial work platforms, forklifts, telehandlers, or similar industrial equipment preferred.
• Strong working knowledge of mechanical and electric drive systems, hydraulics, electronic control systems, and the ability to read and interpret electrical and hydraulic schematics, service manuals, and technical drawings.
• Excellent verbal and written communication skills with the ability to explain technical concepts to customers of varying experience levels.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficient with Microsoft Office and ERP/service management software.
• Ability to work independently while maintaining a high level of customer satisfaction.
• Ability to present technical information in both classroom and hands‑on training environments.

Preferred Qualifications

• Experience troubleshooting and supporting engines and battery-powered material handling equipment and Mobile Elevating Work Platforms (MEWPs).
• Working knowledge of ANSI A92 standards and Mobile Elevating Work Platforms (MEWPs).
• Previous experience developing or delivering technical training programs.
• Experience with warranty administration and root cause failure analysis.

Certifications and Licenses

• Valid driver's license with an acceptable driving record meeting Company insurance requirement.
• Ability to operate company vehicles and customer equipment safely.
• MEWP Operator or Service Certification preferred.