Heavy Equipment Technical Service Specialist

Overview

About Oshkosh Defense, an Oshkosh company

Oshkosh Defense stands behind those who dedicate their lives to protecting others. As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems. We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions.

Oshkosh Defense is seeking an experienced and highly skilled Technical Service Specialist to join our dynamic team. At Oshkosh Defense, we are dedicated to delivering cutting-edge equipment solutions that drive efficiency and productivity for our clients worldwide. The ideal candidate will possess exceptional technical troubleshooting abilities, strong communication skills, and a passion for providing top-tier support to our customers. This role involves diagnosing and resolving technical issues, providing detailed product support, managing knowledge bases, and collaborating with cross-functional teams to ensure customer satisfaction and product efficiency.

Responsibilities

YOUR IMPACT

These duties are not meant to be all-inclusive and other duties may be assigned :

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical assistance and support for incoming queries and issues related to equipment.
• Diagnose and troubleshoot complex equipment problems, ensuring timely and effective resolution.
• Document all customer interactions and technical issues in the customer relationship management (CRM) system.
• Support two model families (AWP, TMH or Scissor) model families
• Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic and software issues on equipment.
• Utilize technical documentation and resources to provide accurate solutions and guidance.
• Escalate unresolved issues to internal teams and / or management for guidance.
• Follow up with customers to ensure issues are fully resolved to the customers' satisfaction.
• Support internal team members with troubleshooting tips in the chat group environment.
• Share product content, documents or other troubleshooting content with the team.
• Utilize current knowledge articles for resolving customer issues.
• Communicate knowledge article usage to the customer base.
• Communicate with the knowledge writer team if inaccuracies are found.
• Communicate with the knowledge writer team for opportunities pertaining to new material not currently documented.
• Stay current with product development, industry trends, and best practices for product support.
• Participate in ongoing training to maintain high levels of product knowledge and support skills.
• Provide material in team meetings to assist others with product knowledge and current issues with resolution guidance.
• Work closely with customer support to communicate customer feedback and technical issues.
• Provide input on product improvements based on customer feedback and trends.

Minimum Qualifications

Standout Qualifications

Working Conditions

Pay and Benefits

Pay Range : 56,600.00 - 88,400.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at corporatetalentacquisition@oshkoshcorp.com.

Oshkosh Corporation is a merit-based Equal Opportunity Employer.Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

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