Technical Service Representative

AXCS; Town of Richfield (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible schedule options

Paid holidays and vacation

Job summary

AXCS is seeking a Technical Service Representative to provide technical support for our equipment, coordinate warranty activities, and contribute to service training and documentation.

The role involves diagnosing mechanical, hydraulic, and electrical issues, supporting manufacturing and quality teams, and delivering customer-focused training. Occasional travel up to 15% is required, with strong emphasis on safety and accuracy.

Qualifications

• High school diploma or equivalent required.
• Associate degree in a related technical field preferred.
• Three to five years of experience in technical service, equipment repair, field service, or customer support.

Responsibilities

• Respond to customer and dealer technical support requests via phone, email, and other channels.
• Diagnose mechanical, hydraulic, and electrical product concerns using data and schematics.
• Process service parts orders, quotations, acknowledgments, and related requests.

Skills

Verbal communication

Written communication

Organization

Independent work

Education

High school diploma or equivalent

Associate degree (preferred)

Tools

Microsoft Office

ERP / service management software

Job description

Technical Service Representative // Job Description

Primary Purpose

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.
• Perform other duties as assigned.

Technical Service Representative // 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.

Travel Requirements

• Ability to travel domestically up to 15% of the time.
• Travel may include customer visits, dealer support, equipment commissioning, field troubleshooting, service schools, Theory of Operation training, trade shows, and other business-related activities.

Technical Service Representative // Additional Information

Working Conditions

This position is primarily office-based with regular interaction within the manufacturing facility and occasional work in warehouse and production environments. Periodic travel to customer and dealer locations is required. The position may require standing, walking, climbing onto equipment, lifting components up to 50 pounds, and working around electrical, hydraulic, and mechanical systems while utilizing appropriate personal protective equipment (PPE).

Our globally recognized scissor lifts are maderight here in West Bend & Richfield, WI. What started as a small family business has only grown (and continues to grow) into a family-oriented business focused on the success of ouremployees and our products.

THE PERKS:Paid holidays/vacations/birthdays, health insurance after introductory period,room to grow, luncheons,fun company outings & activitiesthroughout the year, retirement packages, and so much more!

Headquarters and assembly operation are in Richfield (right off Hwy 41/45) with our welding and fabrication facility in West Bend (5 minutes from Hwy 45).

FLEXIBLE WORK SCHEDULE OPTIONS!

All your information will be kept confidential according to EEO guidelines.