Technical Support Specialist

About the role

SANY America is seeking a Technical Support Specialist to join its growing team. The position is based in Peachtree City, GA, and plays a critical role in supporting dealers and end-users of heavy-duty construction equipment.

Key Responsibilities

• Deliver parts support to dealers and end-users through email and phone calls.
• Record, update, maintain, and close cases in Salesforce, documenting inquiries and concerns.
• Interact with Sany authorized dealers and customers to provide and process information regarding machine repairs, diagnostics, and maintenance.
• Gather requirements and research necessary information using internet, SAP system, and other CRM systems.
• Identify and escalate priority issues according to dealer or customer needs.
• Resolve problems independently and offer alternative solutions to increase customer satisfaction.
• Follow up on pending cases and requests with dealers and customers regularly.
• Stay updated with IT systems, procedures, and processes, and assist in developing/improving them.
• Review service manuals and technical publications to ensure accuracy and relevance.
• Diagnose and assist technicians with machine-related issues on-site.

Required Qualifications

• Technical certificates or associate degree in a related technical discipline, or equivalent professional experience.
• Minimum of 5 years experience in heavy construction, industrial, or agricultural equipment industry.
• Outstanding phone etiquette and fluency in verbal and written English.
• Experience and knowledge of mechanical, electrical, and hydraulic systems and components used in construction, material handling, and crane equipment.
• High proficiency with computers and Microsoft Office programs.
• Ability to identify parts, systems, and components reliably and correctly in manuals and diagrams.
• Strong communication, presentation, and teamwork skills.
• Problem-solving skills with a root cause/countermeasure approach.
• High energy, urgency, resilience, and self-confidence.