Technical Service Specialist: Field Diagnostics & Support

Elgin Sweeper; Elgin (IL); On-site; USD 61,000 - 104,000; Full time

Job summary

Elgin Sweeper in Elgin, IL, seeks a Service Specialist to answer inbound calls, diagnose issues, and guide customers and dealers through repairs. You will coordinate CRM records, schedule field visits, and collaborate with service management to ensure timely resolutions.

The role requires a technical background in vehicle and equipment service, strong communication, and the ability to travel up to 20%. You will learn new products, support after-hours shifts, and contribute to training for

Qualifications

• Associates degree in Automotive repair preferred, bachelor's degree a plus.
• ASE Master Truck Technician preferred.

Responsibilities

• Answer inbound customer calls, respond to emails, or respond to request for service to diagnosis and provide troubleshooting assistance to resolve product related issues by utilizing company databases, customer information, and collaboration with other departments. Record appropriate call details and actions in Customer Relations Management (CRM) system.
• Conduct follow-up calls to assigned customers to ensure support action provided resolved related issue and elevate unresolved issues to service management team.
• Lead and review CRM information for the inside service team and yourself, provide guidance and answer questions by dealers, customers and inside service in evaluating if product repairs and/or issues are covered under products warranty policy or should be considered for a good will or policy adjustment.
• Provide updated communications to dealers and customers concerning status of repairs.
• With direction/assistance from Service Manager and/or TSS peer group, lead diagnostic efforts as necessary at dealer locations.
• Educate customer and dealer personnel on new equipment startups.
• Identify potential mechanical, electrical, pneumatic and/or hydraulic issues with existing equipment, document recommended changes and submit to service manager and product service specialist for review.
• Learn new products/vehicles and become the Service Specialist for designated products. Visit and install units with dealers and customers. Cross train dealers and inside service.
• As assigned, participate in the 24-hour rotating support team and provide technical assistance or service after-hours and weekends.
• Provide input and review of technical data, parts bulletin, technical data sheets and other training related materials and notify customers as appropriate.
• Maintain accurate and timely records in CRM system to ensure necessary information is accurately recorded.
• Make necessary travel arrangement for field service visits and coordinate necessary equipment and parts needed to successfully complete assigned tasks.
• Perform other related duties, assignments or special projects as needed.

Skills

Vehicle/equipment service

Mechanical troubleshooting

Electrical systems

Pneumatic and hydraulic systems

Schematics reading

Verbal and written communication

CDL license

Travel readiness

Education

Associates degree in Automotive repair

Bachelor's degree

Tools

MS Office

Video photography

Job description

Elgin Sweeper in Elgin, IL, seeks a Service Specialist to answer inbound calls, diagnose issues, and guide customers and dealers through repairs. You will coordinate CRM records, schedule field visits, and collaborate with service management to ensure timely resolutions.

The role requires a technical background in vehicle and equipment service, strong communication, and the ability to travel up to 20%. You will learn new products, support after-hours shifts, and contribute to training for