Customer Support Engineer

Key Responsibilities

• Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.
• Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.
• Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
• Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
• Prepare accurate trailer and service quotes, including pricing, options, and technical configurations.
• Collaborate with design and production teams to confirm feasibility, costs, and lead times.
• Enter trailer and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
• Design and model custom or replacement parts for service sales orders using CAD software.
• Develop and release service drawings, component details, and modification packages for production or field use.
• Partner with design engineering to communicate recurring service trends, field issues, and improvement opportunities.
• Participate in root cause analysis and corrective action initiatives to improve product performance and reliability.
• Support process improvement initiatives within warranty, quoting, and service workflows.
• Provide input for technical bulletins, product documentation, and customer training materials.
• Participate in cross-functional meetings to ensure alignment between engineering, sales, and production.
• Absorb and assist with customer events, trade shows, or field demonstrations as needed.

Qualifications

• Bachelor's Degree in Mechanical Engineering or a related technical field (required).
• 3+ years of experience in a customer-facing engineering, field service, or technical support role-preferably in trailer, heavy equipment, or manufacturing industries.
• Strong understanding of mechanical systems, hydraulics, and materials.
• Experience with CAD/design software and basic drafting/modification work.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency with Microsoft Office Suite and ERP/order management tools.
• Strong analytical skills with the ability to interpret technical data and provide actionable solutions.
• Highly organized and self-motivated, with a continuous improvement mindset and customer-first attitude.