Field Support Representative

About the role

We are seeking a dedicated Field Support Representative to provide exceptional support to our dealers. This role involves a significant amount of phone-based support, as well as some email-based communication, to assist with technical troubleshooting and ensure efficient resolution of issues. The team consists of approximately 19 employees, including a Manager, a Supervisor, a Coordinator, and primarily phone-based Technical Support Representatives. The environment is collaborative, with opportunities for contributing to special projects and team initiatives. This is a Contract position based out of Waukesha, WI and is fully onsite. Application deadline: Oct 21, 2026.

Responsibilities

• Provide approximately 90% phone-based support and 5-7% email-based support.
• Take inbound calls to assist dealers with technical troubleshooting.
• Partner with dealers to achieve first-call/first-time resolution.
• Review and interpret wiring diagrams accurately.
• Utilize knowledge of electrical measurement tools and diagnostics.
• Issue control numbers and coordinate with other departments as needed.
• Monitor and respond to a shared email inbox.
• Complete documentation related to dealer/customer interactions.
• Occasionally assist with special projects such as campaign support, training materials, and quick-reference documents.

Skills

• Proven troubleshooting skills, particularly within electrical and/or mechanical systems.
• Ability to read and interpret wiring diagrams effectively.
• Great customer service skills with a personable attitude and excellent communication abilities.
• Minimum of 2 years technical troubleshooting experience.
• 1 year experience using computers for data entry.
• Experience in field service and customer support.
• Capability to work on higher-level projects depending on the project needs.

Pay

The pay range for this position is $24.00 - $27.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)