Load King Customer Care - Product Matter Expert.

Essential Duties and Responsibilities

• Serve as the primary escalation resource for service technicians requiring advanced troubleshooting guidance on complex mechanical, hydraulic, and electrical issues.
• Provide remote diagnostic consultation and technical guidance to field technicians, dealers, and service personnel to resolve escalated equipment issues.
• Use discretion to analyze recurring field service trends and recommend corrective actions to improve product reliability and service efficiency.
• Develop and deliver technical training programs for service technicians, customers, and internal teams on proper equipment operation, maintenance, and troubleshooting procedures, based on independent judgment of business needs.
• Support new product launches by assisting with service readiness planning, technical documentation feedback, and training development.
• Collaborate with engineering teams to provide real-world product feedback and evaluate product performance, serviceability, and design improvements.
• Own and manage Voice of Customer (VOC) feedback by gathering field insights and communicating recommendations that influence product development priorities.
• Support warranty teams by evaluating complex field failures, identifying root causes, and recommending warranty determinations when technical expertise is required.
• Partner with parts, operations, and service leadership teams to improve product support processes and ensure efficient issue resolution.
• Develop documentation of recurring technical issues, recommended solutions, and best practices to improve organizational knowledge sharing.
• Recommend service process improvements, operational efficiencies, and product support strategies based on field performance data and customer trends.
• Participate in cross-functional meetings and provide technical recommendations regarding product improvements, service strategies, and operational decision-making.

Required Skills and Qualifications

• Associate’s degree in Diesel Technology, Engineering Technology, Mechanical Technology, or related field preferred.
• Equivalent technical expertise may be considered.
• 10+ years of experience in heavy equipment, cranes, utility trucks, or related industries.
• Advanced knowledge of hydraulic, electrical, mechanical, and control systems.
• Strong analytical skills with the ability to assess complex technical issues and recommend solutions.
• Demonstrated ability to exercise independent judgment and make recommendations on matters impacting service operations, customer satisfaction, and product performance.
• Strong written and verbal communication skills.
• Ability to collaborate effectively across engineering, operations, sales, service, and warranty teams.
• Proficiency in reading technical drawings, schematics, service manuals, and engineering documentation.

Working Conditions and Physical Requirements

• Primarily office-based role with regular use of computers, phones, and virtual communication tools.
• Occasional travel to customer sites, training events, manufacturing facilities, or trade events as needed (estimated less than 20%).
• Limited exposure to shop or field environments for observational, training, or product evaluation purposes.
• Ability to sit for extended periods while reviewing technical documentation and supporting remote troubleshooting efforts.
• Occasional lifting of materials or equipment up to 20 lbs.