Technical Service Associate

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

JLG is seeking an experienced and highly skilled Technical Service/Support Specialist to join our dynamic team. At JLG, 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.

YOUR IMPACT

• 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 one model family within the AWP, TMH, or Scissor model families

• Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic, pneumatic 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.

• Utilize current knowledge articles for resolving customer issues.

• Communicate knowledge article usage to the customer base.

• Communicate with the knowledge writer and or Technical 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.

• 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

• High School Diploma or its equivalent                                                                                                                      

• Minimum of 1 year of experience in technical support, preferably within the equipment manufacturing industry..

• Strong technical troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Proficiency in using CRM software and technical support tools.

• Ability to explain complex technical information clearly and concisely.

• Strong organizational skills and attention to detail.

• Proficiency in data analysis and knowledge management systems.

STANDOUT QUALIFICATIONS

• Bachelor’s degree in Engineering, Specialized Technology, or a related technical field.

• Customer-focused with a commitment to providing exceptional service.

• Ability to work independently and as part of a team.

• Adaptable and able to thrive in a fast-paced, dynamic environment.

• Strong interpersonal and communication skills.

• Experience with diagnostic tools and software related to equipment troubleshooting.

• Knowledge of mechanical, electrical, and software systems used in equipment manufacturing.

• Ability to travel domestically as needed.

• Commitment to continuous learning and professional development.

WHY JLG, AN OSHKOSH COMPANY?

Moving the future forward is our priority and this includes your future. We encourage professional development and champion our employees’ success through various skills and training opportunities. Named one of the World’s